Complaints Investigator

Complaints Investigator

Location: Pitsea, Essex (SS13) | Hybrid Working
Pay: -16.23 PAYE per hour
Contract: Temporary until end of November with possibly extension

The Role

We are looking for an experienced Complaints Investigator to investigate and resolve resident complaints, ensuring fair, timely outcomes and excellent customer service.

Working within a busy complaints team, you will manage a caseload of complaints, liaise with internal departments and contractors, and ensure compliance with the Housing Ombudsman Complaint Handling Code.

Day-to-Day Responsibilities

• Investigate and respond to resident complaints in line with agreed timescales.
• Gather and analyse information from internal teams and external contractors.
• Produce clear, accurate complaint responses and resolutions.
• Maintain detailed records on CRM systems.
• Ensure compliance with Housing Ombudsman requirements and internal procedures.
• Identify recurring themes and provide feedback to support service improvements.
• Deliver a positive customer experience throughout the complaints process.

About You

• Previous experience investigating complaints, ideally within housing, local government, or a customer service environment.
• Excellent written and verbal communication skills.
• Able to manage a busy workload and meet deadlines.
• Experience using CRM systems and complaint management software.
• Strong organisational skills with excellent attention to detail.
• Resilient, customer-focused, and able to handle complex or escalated cases professionally.

To apply for the Complaints Investigator position, please submit your CV detailing your relevant experience.