Complaints Officer

Complaint Investigator

• Location: Training in Pitsea, SS13 for 1 week. After this can be based in either Pitsea. Ealing or Westminster Bridge depending on your location. Hybrid working
• Job Type: 2x Temp contracts available - 1 month rolling contract
• Hourly rate: London- PAYE 17.85 / Umbrella 22.59 per hour

We are seeking a dedicated Complaint Investigator to join a Contact Centre & Complaints department. This role is essential for investigating and resolving complaints raised by residents, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. The successful candidate will play a crucial role in maintaining strong relationships with residents and promoting a positive complaint-handling culture.

Day-to-day of the role:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Collaborate closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
• Document all complaint-related interactions in the CRM system, maintaining transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to help drive service improvement and reduce complaint volumes.

Required Skills & Qualifications:

• Proven experience in a similar role within a contact centre or customer service environment.
• Preferred experience in social housing or a similar public sector service environment.
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code.
• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Strong organisational and time management skills, with the ability to meet SLAs.
• Proficiency in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience working in a complaint setting.
• Customer-focused, adaptable, flexible, and resilient, especially when managing escalated or complex issues.

To apply for the Complaint Investigator position, please submit your CV detailing your relevant experience.