Complaints Investigator

Trident Group; Birmingham; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

34 days annual leave

Birthday day off

Life assurance (3 x salary)

Employee Assistance programme

Flexible Working options

Learning & Development opportunities

Job summary

Trident Group is seeking a dedicated Complaints Investigator to join the Customer Experience Team in Birmingham. You will independently investigate complex complaints, review records, and drive service improvements while ensuring fairness and regulatory compliance.

You will handle Stage 1 and Stage 2 cases, analyze data, prepare detailed reports, and support organisational learning to enhance resident satisfaction across our housing services.

Qualifications

• Educated to A-Level or equivalent experience.
• Professional qualification in Housing, Customer Service or Complaints Handling desirable.
• Level 3/4 CIH qualification desirable.
• Evidence of ongoing professional development.

Responsibilities

• Investigate complex and high-risk Stage 1 and 2 complaints.
• Review records, liaise with stakeholders and document findings.
• Produce detailed reports and objective recommendations.
• Identify service failures and support learning across the organisation.
• Engage in root cause analysis and regulatory compliance.
• Manage difficult conversations while maintaining objectivity.

Skills

Investigative skills

Analytical skills

Report writing

Stakeholder management

Microsoft 365

Case management systems

Independent working

Regulatory interpretation

Education

A-Level or equivalent

CIH qualification desirable

Tools

Microsoft 365

Case management systems

Job description

Working as part of the Customer Experience Team, you will undertake independent investigations into customer complaints, ensuring that all complaints are handled fairly, consistently and in accordance with Trident's Complaints Policy, the Housing Ombudsman Complaint Handling Code and Consumer Standards. You will be responsible for investigating complex complaints, identifying service failures, recommending improvements and ensuring learning is embedded across the organisation. The role plays a key part in improving customer satisfaction, strengthening regulatory compliance and ensuring Trident can demonstrate how resident feedback drives service improvements.

What you'll be doing

• Manage a caseload of complex and high-risk Stage 1 and Stage 2 complaints.
• Undertake detailed investigations covering housing management, repairs, ASB, complaints handling, property services, tenancy management and customer service
• Review case records, tenancy files, CRM information, contractor records, call recordings and correspondence.
• Analyse Tenant Satisfaction Measure (TSM) results alongside complaint information
• Identify service failures, recurring themes and emerging risks
• Complete root cause analysis on significant complaints and Ombudsman determinations.

All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK. As an organisation we do not offer visa sponsorships. Only applicants with existing right to work in the UK will be considered. Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS). We reserve the right to close this vacancy early should sufficient applications be received. At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team. We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.

Experience

• Experience investigating complaints, complex casework or escalated customer issues
• Experience producing detailed reports and written responses
• Experience analysing evidence and making objective recommendations
• Experience managing difficult conversations and challenging situations.
• Experience working within social housing, local government, customer services or another regulated sector
• Experience of delivering service improvements through customer feedback
• Experience of Ombudsman investigations or regulatory compliance would be advantageous,

Qualifications

• Educated to A-Level or equivalent experience
• Professional qualification in Housing, Customer Service, Complaints Handling or a related discipline is desirable
• Level 3 or 4 CIH qualification desirable
• Evidence of ongoing professional development.

Skills and Competencies

• Excellent investigative and analytical skills Strong report writing and communication skills
• Ability to challenge professionally and constructively
• Excellent attention to detail.
• Strong organisational and time management skills.
• Ability to interpret legislation, policy and regulation.
• Excellent stakeholder management skills.
• Strong customer focus and empathy.
• Ability to work independently whilst maintaining objectivity.
• High level of competence in Microsoft 365 and case management systems.

This is not just a 'job' this is the feeling of knowing that you are part of something bigger and being able to go home each day with job satisfaction and pride in what is achieved by Trident Group every day. Our purpose is putting people and communities at the heart of our services and the safe homes we provide. To deliver against our purpose we will be:

• Trustworthy
• Collaborative
• Accountable
• People Focused
• Caring in all we do

The benefits

• 34 days annual leave, plus the option to purchase up to 5 additional days
• A day off for your birthday
• 4 days off when you move home
• Life assurance (3 x salary)
• Employee Assistance programme & wellbeing programme
• Flexible Working options
• Learning & Development opportunities

Who we are?

Trident Group has over 60 years' experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 650 staff, works with volunteers and provides training places and apprenticeships for many more. The Group consists of; Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance; Trident Reach, which is a registered care and support charity delivering trauma informed care and support services.

We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.

As a Disability Confident Committed Employer, we have committed to:

• ensure our recruitment process is inclusive and accessible
• communicating and promoting vacancies
• offering an interview to disabled people
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
• at least one activity that will make a difference for disabled people