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Complaints Investigator
- Location: Pitsea, SS13
- Job Type: Temp – 6 to 8 weeks / start date 23rd June
- Hourly rate: £17.42 per hour
We are seeking a dedicated Complaints Investigator to join Contact Centre & Complaints team within a housing association. This role is essential for investigating and resolving complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code.
Day-to-day of the role:
- Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
- Work closely with internal teams and external contractors to gather evidence and resolve complaints.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
- Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
- Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.
Required Skills & Qualifications:
- Proven experience in a similar role within a contact centre or customer service environment.
- Experience in a social housing or similar public sector service environment
- Excellent communication skills, both verbal and written, across telephone and digital platforms.
- Organisational and time management skills, with the ability to deliver against SLAs.
- Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
- Demonstrable experience of working in a complaint setting.
- Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
If you are interested in this role, please submit your application with an updated copy of your CVÂ
