Complaint Lead

Complaints Investigator (Temporary) – Work From Home Location: Remote (Work From Home) Training: 2 days in the Ealing office (expenses paid) 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 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 Responsibilities • Conduct 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 service improvements and reduce future complaints. • Deliver timely responses in line with agreed service levels and organisational standards. What Success Looks Like • Complaints are resolved fairly, thoroughly and within agreed timescales. • High levels of resident satisfaction and positive feedback. • Full compliance with the Housing Ombudsman Complaint Handling Code. • Clear, accurate and comprehensive case records maintained at all times. About You Experience • Proven experience in a complaints investigation, complaints handling, customer service or contact centre environment. • Experience working within social housing or a similar public sector environment is desirable. • Demonstrable experience managing complex or escalated complaint cases. Skills & Knowledge • Excellent written and verbal communication skills. • Strong organisational and time management abilities, with the capability to manage competing priorities and meet deadlines. • Experience using CRM systems, contact centre platforms (including Genesys) and digital communication tools. • Strong understanding of complaint investigation principles and best practice. • Excellent knowledge of the Housing Ombudsman Complaint Handling Code. Personal Attributes • Customer-focused, with a genuine commitment to delivering excellent resident service. • Adaptable and flexible in a fast-paced environment. • Resilient and professional when handling challenging or sensitive situations. • Detail-oriented with a fair, balanced and solution-focused approach. What's on Offer Remote working Immediate start £14.34 per hour PAYE Monday to Friday, 9am–5pm Training provided in Ealing (expenses paid) Assignment secured until at least October, with potential for extension If you have experience investigating complaints and are looking for your next opportunity, we'd love to hear from you. Apply today for an immediate start.