Complaint Lead (Housing)

Complaint Investigator x2 (Temporary) Location: Hybrid Working Training Location: Pitsea Office (3 days mandatory training) Working Locations After Training: Pitsea, Ealing or Westminster Bridge Road Office Hours: Monday to Friday, 9:00am – 5:00pm Pay Rate: £14.34 per hour PAYE Start Date: Immediate start available Contract: Temporary booking until at least October, with potential extension About the Role We are recruiting for 2 Complaint Investigators to join a busy and customer-focused housing team on a temporary basis. This is a fantastic opportunity for experienced complaints professionals who are passionate about delivering fair outcomes, excellent customer service and driving service improvements. You will be responsible for investigating and resolving resident complaints, ensuring cases are managed efficiently, fairly and in line with the 2024 Housing Ombudsman Complaint Handling Code. Working closely with internal departments and external contractors, you will play a key role in improving the customer experience and promoting a positive complaint-handling culture. Key Responsibilities • Conduct detailed investigations into resident complaints, gathering and analysing all relevant information to reach fair and balanced resolutions. • Liaise with internal teams 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 regulatory requirements. • Maintain accurate and detailed records of all complaint-related activity within the CRM system. • Identify recurring themes and trends, providing feedback and recommendations to management to support continuous service improvement. • Deliver responses within agreed service levels and organisational standards. • Build and maintain positive relationships with residents while managing sensitive and complex cases professionally. What Success Looks Like • Complaints are resolved fairly and within agreed timescales. • High levels of resident satisfaction and positive feedback. • Full compliance with the Housing Ombudsman Complaint Handling Code. • Accurate, transparent and comprehensive case management records. • Identification of service improvements that help reduce future complaint volumes. About You Experience • Proven experience in a complaint's investigation, complaints handling, customer service or contact centre environment. • Experience working in housing / local authority / public sector • Demonstrable experience handling complex and escalated complaints. Skills & Knowledge • Excellent written and verbal communication skills. • Strong organisational and time management skills, with the ability to manage competing priorities and meet deadlines. • Experience using CRM systems, contact centre platforms (including Genesys) and digital communication tools. • A strong understanding of complaint investigation principles and best practice. • Excellent knowledge of the Housing Ombudsman Complaint Handling Code. What's on Offer Immediate start available £14.34 per hour PAYE Monday to Friday, 9am–5pm Temporary assignment until at least October, with the possibility of extension Hybrid working arrangement following training