Complaint Investigator

Livin Housing; Spennymoor; On-site; GBP 38,000 - 47,000; Full time

Job summary

Livin Housing in Spennymoor is seeking a Complaint Investigator to lead investigations into complex and escalated customer complaints, ensuring fair, balanced, and evidence-based outcomes. You will work across the organisation to identify root causes, drive service improvements, and support Housing Ombudsman investigations to ensure agreed actions are delivered to completion.

The role emphasizes delivering excellent customer service, learning from feedback, and putting things right when things

Qualifications

• Lead investigations into complex and escalated customer complaints.
• Identify root causes and recommend remedies.
• Drive service improvements through learning from feedback.

Responsibilities

• Lead investigations into complex and escalated customer complaints, ensuring fair, balanced and evidence-based outcomes.
• Work with colleagues across the organisation to identify root causes and drive improvements.
• Support Housing Ombudsman investigations and ensure actions are completed.

Job description

Complaint Investigator

Location

Spennymoor, County Durham

Salary

Up to £42,430.42 per annum (based on knowledge and experience). Local Government Pension Scheme and other benefits.

Contract Type

Permanent

Hours

37 Hours per week

About us

We are an award-winning not for profit housing association that currently owns nearly 9,000 homes across County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our places. We work hard to make sure those homes are high quality, sustainable and adaptable, while meeting tenants’ current and future aspirations. We offer support that help people into work and training and increase their financial confidence and stability.

Our Plan A sets out our strategy for a realistic path to success. It's flexible. It can cope with the things we do not yet know. Importantly it’s cohesive, ensuring we are working together with our teams, partners, tenants and residents to maximise the impact we can make by improving lives through the provision of sustainable homes and places.

About the role

We are growing our team to continue to provide a brilliant customer experience by providing seamless, reliable and convenient customer service.

As a Complaints Investigator, you will lead investigations into complex and escalated customer complaints, ensuring fair, balanced and evidence-based outcomes. Working closely with colleagues across the organisation, you will identify root causes, recommend appropriate remedies and drive service improvements through learning from customer feedback.

You will play a key role in improving the customer experience, supporting Housing Ombudsman investigations and ensuring agreed actions are delivered through to completion.

About you

We're looking for someone who is curious, objective and passionate about delivering excellent customer service. You'll have experience investigating complex issues, gathering and analysing evidence, and communicating findings clearly and professionally. Comfortable challenging constructively and influencing positive change, you'll work collaboratively with colleagues to identify solutions, improve services and ensure customers receive fair outcomes. Most importantly, you'll share our commitment to learning from feedback and putting things right when things go wrong. You will need to be resilient and have strong customer advocacy skills as these are critical to success in the role

Ideally you will hold a Level 4 qualification in a relevant subject and be able to demonstrate your commitment to professional development and learning.

Benefits

To see the fantastic benefits available to our employees, please visit here

Please note, that if the calibre of applicants early in the campaign is strong we reserve the right to implement an earlier closing date