Job Description

Complaints Investigator

Pay Rate:

• London (Ealing/Westminster Bridge Road): 22.59 Umbrella / 17.85 PAYE
• Pitsea (Essex): 20.51 Umbrella / 16.23 PAYE

Location: Hybrid working from Pitsea, Ealing or Westminster Bridge Road offices
Contract: Temporary until September 2026, with possible extension

The Role

We are recruiting for 2 Complaint Investigators to investigate and resolve resident complaints, ensuring fair outcomes and compliance with the Housing Ombudsman Complaint Handling Code.

Successful candidates will attend 3 days of training in Pitsea before moving to a hybrid working arrangement.

Responsibilities

• Investigate complaints and gather relevant evidence.
• Liaise with internal teams and contractors to resolve cases.
• Ensure compliance with complaint handling processes and regulations.
• Maintain accurate records on CRM systems.
• Produce clear written responses and meet agreed timescales.
• Identify recurring issues and support service improvements.

Skills & Experience

• Previous complaints handling or complaint investigation experience.
• Strong customer service and communication skills.
• Experience working to deadlines and service level agreements.
• Knowledge of CRM systems.
• Good understanding of the Housing Ombudsman Complaint Handling Code.
• Social housing experience desirable.

Essential Attributes

• Customer-focused approach.
• Excellent attention to detail.
• Organised and resilient.
• Able to manage complex or escalated cases professionally.

To apply for the Complaints Investigator position, please submit your CV for consideration.