complaints Investigator

£25–£29 per hour (Umbrella) | Ongoing Temporary Role
Location: London (Hybrid Working Available)
Agency: Hyperion Partners

Are you an experienced complaints professional with a passion for service improvement and fair outcomes? Hyperion Partners are working with a leading housing organisation to recruit a Complaints Investigator to join their growing customer experience team.

You’ll be responsible for managing and resolving complaints in a fair, timely and impartial manner, taking full ownership from start to closure. Working within a regulatory framework, you’ll deliver clear, high-quality responses, while identifying service failings and contributing to organisational learning.

• Conduct thorough investigations into formal complaints, ensuring regulatory compliance

• Deliver written responses that are clear, balanced, and sensitive to resident needs

• Maintain regular communication with complainants, offering a compassionate and professional approach

• Collaborate with internal departments to gather evidence and resolve issues quickly

• Draft comprehensive briefings for senior staff in stage 2 and escalated cases

• Log case details on internal CRM and ensure accurate record keeping

• Support service improvements by feeding back themes and learning

• Proven experience handling complaints within housing, local authority or a regulated sector

• Strong investigative, problem-solving and case management skills

• Excellent written and verbal communication

• Confidence to manage complex or high-risk cases sensitively

• Able to work independently and take ownership

• Knowledge of Housing Ombudsman complaint handling standards (desirable)

• This is an ongoing temporary assignment with strong potential for extension

• Hybrid working available – 2–3 days in office

• Pay: £25–£29 per hour (umbrella) depending on experience

• Immediate start preferred

To apply, contact the Hyperion team today with your up-to-date CV. Early applications are strongly encouraged.