Complaint Lead

Complaints Investigator (Temporary) - Work From HomeLocation: Remote (Work From Home)Training: 2 days in the Ealing office (expenses paid)Hours: Monday to Friday, 9:00am - 5:00pmPay Rate: £14.34 per hour PAYEStart Date: Immediate start availableContract: Temporary booking until at least October, with potential extensionAbout the RoleWe are seeking an experienced Complaints Investigator to join a busy and customer-focused team on a temporary basis. This is an excellent opportunity for someone with strong complaint-handling experience who is passionate about delivering fair outcomes and excellent customer service.Working remotely, you will investigate and resolve resident complaints, ensuring cases are handled efficiently, fairly and in line with the 2024 Housing Ombudsman Complaint Handling Code. You will play a key role in supporting positive resident experiences and driving continuous service improvement.Key ResponsibilitiesConduct thorough investigations into resident complaints, gathering and analysing all relevant information to reach fair and balanced resolutions.Liaise with internal departments and external contractors to obtain evidence and progress complaint cases.Ensure all complaint handling activities comply with the Housing Ombudsman Complaint Handling Code and other relevant regulations.Maintain accurate and detailed records of all complaint-related activity within the CRM system.Identify recurring themes and trends, providing feedback to management to support ..... full job details .....