Complaint Investigator

Complaint Investigator

Pitsea, Essex | Hybrid | £16.23 per hour PAYE | 35 hours per week

Two-month temporary contract with potential extension

We are recruiting an experienced Complaint Investigator to join a busy contact centre and complaints team within a major housing organisation.

This is an excellent opportunity for someone who is confident managing detailed and sometimes complex complaints, communicating sensitively with residents and working across different teams to reach fair, timely and well-evidenced resolutions.

The role is offered on a hybrid basis and will initially run for two months, with the potential for an extension.

The role

As a Complaint Investigator, you will take ownership of resident complaints from investigation through to resolution. You will gather and analyse information, liaise with internal services and external contractors, and ensure each case is handled fairly and in line with agreed service levels.

A strong understanding of the Housing Ombudsman Complaint Handling Code is essential. You will be expected to produce clear, accurate written responses and maintain transparent records of all complaint-related communication and decisions.

You will also help identify recurring problems and share useful feedback with managers and operational teams, supporting improvements to services and the wider resident experience.

Key responsibilities

• Conduct detailed and impartial investigations into resident complaints.
• Gather and assess relevant evidence from internal teams and external contractors.
• Deliver fair and timely complaint resolutions in line with agreed service levels.
• Ensure complaint handling complies with the Housing Ombudsman Complaint Handling Code and other relevant requirements.
• Produce clear, professional written responses and communicate effectively by telephone and digital channels.
• Record complaint activity, evidence and outcomes accurately within the CRM system.
• Manage escalated or complex resident concerns in a calm and professional manner.
• Identify recurring issues and provide feedback that supports service improvement and reduces future complaints.
• Maintain a consistently customer-focused approach throughout every investigation.

About you

You will need proven experience in a similar complaints role within a contact centre or customer service environment, together with demonstrable experience of working in a complaint-handling setting.

Excellent knowledge of the Housing Ombudsman Complaint Handling Code is required. You should also have strong verbal and written communication skills, good organisation and time management, and the ability to manage competing priorities while meeting service-level deadlines.

Experience using CRM systems, contact centre software and digital communication tools is important. Knowledge of Genesys would be particularly relevant.

Previous experience within social housing or a similar public sector service environment is desirable.

The role will suit someone who is resilient, adaptable and composed when dealing with escalated or complex issues. You should be passionate about delivering excellent service and improving outcomes for residents.

If you have the complaint investigation experience and Housing Ombudsman knowledge needed to make an immediate contribution, we would be pleased to hear from you. Please apply with your latest CV.