Complaints Investigator

Complaints Investigator

• Location: Ealing W5
• Job Type: Temp – 6 to 8 weeks
• Hourly rate: £17.42 per hour

We are seeking a dedicated Complaints Investigator to join Contact Centre & Complaints team within a housing association. This role is essential for investigating and resolving complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code.

Day-to-day of the role:

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

Required Skills & Qualifications:

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience in a social housing or similar public sector service environment
• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Organisational and time management skills, with the ability to deliver against SLAs.
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience of working in a complaint setting.
• Excellent knowledge of the Housing Ombudsman Complaint Handling Code.

If you are interested in this role, please submit your application with an updated copy of your CV