Complaints Investigator

Complaints Investigator (Housing) - 12 month fixed-term contract
Medway, Kent
£37,000 - £42,000 DOE

Key Responsibilities:

• Investigate customer complaints thoroughly, ensuring fair and timely resolution in line with internal policies and regulatory standards
• Manage complaint cases from start to finish, ensuring accurate logging, tracking, and adherence to response deadlines
• Liaise with internal departments (e.g. Repairs, Tenancy Services, Income) to gather information and resolve issues
• Collect and analyse evidence to determine root causes and service failings
• Draft high-quality, empathetic written responses in plain English, ensuring clarity and compliance
• Recommend appropriate resolutions, including service improvements and redress where necessary
• Ensure all complaint handling complies with the Housing Ombudsman's Complaint Handling Code and other relevant regulations
• Identify trends and contribute to continuous improvement across services
• Maintain professional communication with customers throughout the complaint process
• Handle escalated and complex complaints, including preparing documentation for Ombudsman cases
• Maintain accurate case records and contribute to reports and performance analysis
• Support and guide colleagues on best practice in complaint handling and policy adherence

If you would like to be considered for the role, please apply now!

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.