Complaints Investigator

Reed Specialist Recruitment; Basildon; Hybrid; GBP 31,000 - 37,000; Full time

Job summary

Reed Specialist Recruitment is seeking an experienced Complaints Investigator to manage and resolve resident complaints with fair, timely outcomes and excellent customer service.

Working in a busy complaints team, you will handle a caseload, liaise with internal departments and contractors, and ensure compliance with the Housing Ombudsman Complaint Handling Code.

Qualifications

• Experience investigating complaints, ideally in housing, local government, or customer service.
• Excellent written and verbal communication.
• Able to manage a busy workload and meet deadlines.
• Experience using CRM systems and complaint management software.
• Strong organisational skills with attention to detail.
• Resilient, customer-focused, and able to handle complex cases.

Responsibilities

• Investigate and respond to resident complaints within timescales.
• Gather and analyse information from internal teams and contractors.
• Produce clear and accurate complaint responses and resolutions.
• Maintain detailed records on CRM systems.
• Ensure compliance with Housing Ombudsman requirements.
• Identify recurring themes and provide service improvement feedback.
• Deliver a positive customer experience throughout the process.

Skills

Communication skills

Time management

CRM experience

Complaint handling

Attention to detail

Tools

CRM systems

Complaint management software

Job description

Complaints Investigator

Location: Pitsea, Essex (SS13) | Hybrid Working

Pay: £16.23 PAYE per hour

Contract: Temporary until end of November with possibly extension

Role

We are looking for an experienced Complaints Investigator to investigate and resolve resident complaints, ensuring fair, timely outcomes and excellent customer service.

Working within a busy complaints team, you will manage a caseload of complaints, liaise with internal departments and contractors, and ensure compliance with the Housing Ombudsman Complaint Handling Code.

Day-to-Day Responsibilities

• Investigate and respond to resident complaints in line with agreed timescales.
• Gather and analyse information from internal teams and external contractors.
• Produce clear, accurate complaint responses and resolutions.
• Maintain detailed records on CRM systems.
• Ensure compliance with Housing Ombudsman requirements and internal procedures.
• Identify recurring themes and provide feedback to support service improvements.
• Deliver a positive customer experience throughout the complaints process.

About You

• Previous experience investigating complaints, ideally within housing, local government, or a customer service environment.
• Excellent written and verbal communication skills.
• Able to manage a busy workload and meet deadlines.
• Experience using CRM systems and complaint management software.
• Strong organisational skills with excellent attention to detail.
• Resilient, customer-focused, and able to handle complex or escalated cases professionally.