Complaints Investigator

Goodman Masson are currently working with a social housing organisation in Surrey to recruit for an interim Complaints Investigator.

Rate - £20 - £25 an hour INSIDE IR35 umbrella

Are you passionate about delivering excellent customer service and resolving issues in a fair and empathetic way? We're looking for a proactive and professional Complaints Investigator to join a newly formed complaints service within a leading housing provider.

In this key role, you'll take ownership of complaints from start to finish, working to resolve issues effectively, restore customer trust, and drive continuous improvement across the organisation.

What You'll Be Doing:

• Managing and investigating complaints thoroughly and impartially.
• Delivering timely, high-quality responses with a focus on resolution and customer satisfaction.
• Coordinating compensation processes in line with policy and ensuring accurate payments.
• Keeping clear and detailed records using a CRM system.
• Producing well-documented responses and reports for internal reviews or escalated cases.
• Supporting positive external relationships to strengthen the organisation's reputation for handling complaints fairly and transparently.

What We're Looking For:

• Experience handling complaints within a regulated or customer-focused environment.
• A strong track record in customer service with excellent communication skills.
• Problem-solving ability and a calm, empathetic approach under pressure.
• Organisational skills with the ability to manage a caseload independently.
• A commitment to continuous learning and professional development.

If this role is of interest, please email over your CV to

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.