Complaint Investigator

Livin Housing; Tudhoe; On-site; GBP 30,000 - 42,000; Full time

Job summary

Livin Housing is expanding its customer experience team and seeks a Complaints Investigator to lead investigations into complex and escalated complaints, ensuring fair, balanced outcomes based on evidence. You will work with colleagues across the organisation to identify root causes and support service improvements.

Ideally you will hold a Level 4 qualification and demonstrate commitment to professional development, learning from feedback, and delivering right outcomes for tenants in County

Qualifications

• Experience investigating complex issues and escalations.
• Ability to gather and analyse evidence to inform decisions.
• Strong written and verbal communication of findings.

Responsibilities

• Lead investigations into complex and escalated complaints.
• Identify root causes and recommend remedies.
• Collaborate with teams to drive service improvements and learning from feedback.

Skills

Investigations

Evidence gathering

Clear communication

Customer service

Education

Level 4 qualification

Job description

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., For an informal discussion about the role please contact Becci Kidd, Complaints and Feedback Manager, via email at

We are an award winning not for profit housing association based in County Durham. We offer more than just a home. We help improve the lives of the people living in our homes and in our communities.

We work hard to make sure those homes are high quality, efficient and adaptable, while meeting your current and future aspirations. We offer support that help people into employment and qualifications and increase their financial confidence and stability.

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.

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

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.