Complaint Investigators

Service Care Solutions Ltd; Ealing; On-site; GBP 25,000 - 35,000; Full time

Job summary

A social housing organisation seeks a Complaint Investigator for a temporary position in Ealing. In this role, you'll ensure thorough complaint resolution, enhance resident experience, and comply with the Housing Ombudsman Complaint Handling Code. Strong experience in complaints is essential, with immediate start options available.

Qualifications

• Strong experience in handling complaints, preferably in housing or public sector.
• Excellent written and verbal communication skills.
• Organised and customer-focused with the ability to work under pressure.

Responsibilities

• Investigate and resolve complaints in line with SLAs and housing regulations.
• Engage with residents via phone, email, and digital platforms.
• Maintain accurate records using CRM and contact centre systems.

Skills

Complaint handling

Communication skills

CRM proficiency

Knowledge of Housing Ombudsman Code

Customer focus

Resilience under pressure

Tools

CRM systems (Genesys ideal)

Job description

Job Title: Complaint Investigator
Contract: Temporary (6–8 weeks)
Start Date: ASAP
Training Location (Week 1): Ealing, W5
Post-Training Location Options: Pitsea (SS13), Westminster Bridge Road (SE1), or Ealing (W5)
Hours: Full-time, 37.5 hours per week

We’re recruiting for a Complaint Investigator to join a busy complaints and contact centre team within a social housing organisation. This is an exciting short-term opportunity to support residents through fair, thorough and timely complaint resolution.

Following a one-week training period in Ealing, you will be based at one of three locations of your choice and play a vital role in ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code while improving the resident experience.

Key Duties and Responsibilities:

• Investigate and resolve complaints in line with SLAs and housing regulations.
• Engage with residents via phone, email and digital platforms with professionalism and empathy.
• Liaise with internal departments and external contractors to gather evidence and determine outcomes.
• Maintain accurate records using CRM and contact centre systems.
• Identify trends and feedback to management for continuous service improvement.

Skills & Experience:
Essential:

• Strong experience handling complaints, preferably in housing or the public sector.
• Excellent written and verbal communication skills.
• Proficient in CRM and contact centre systems (Genesys ideal).
• Working knowledge of the Housing Ombudsman Complaint Handling Code.
• Organised, customer-focused, and resilient under pressure.

Desirable:

• Experience working in a contact centre or social housing setting.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to [e-mail]