Complaints Investigator

Goodman Masson; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading housing provider is seeking a proactive Complaints Investigator to manage and resolve complaints effectively. The role involves ensuring customer satisfaction and maintaining clear records. Ideal candidates will have strong communication skills and a commitment to customer service.

Qualifications

• Experience handling complaints in a regulated environment.
• Strong customer service track record with excellent communication.

Responsibilities

• Managing and investigating complaints thoroughly and impartially.
• Delivering timely, high-quality responses focused on resolution.

Skills

Communication

Problem-solving

Organisational skills

Job description

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This range is provided by Goodman Masson. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Goodman Masson are currently working with a social housing organisation in Surrey to recruit for an interim Complaints Investigator.

Are you passionate about delivering excellent customer service and resolving issues in a fair and empathetic way? We're looking for a proactive and professional Complaints Investigator to join a newly formed complaints service within a leading housing provider.

In this key role, you'll take ownership of complaints from start to finish, working to resolve issues effectively, restore customer trust, and drive continuous improvement across the organisation.

What You'll Be Doing:

• Managing and investigating complaints thoroughly and impartially.
• Delivering timely, high-quality responses with a focus on resolution and customer satisfaction.
• Coordinating compensation processes in line with policy and ensuring accurate payments.
• Keeping clear and detailed records using a CRM system.
• Producing well-documented responses and reports for internal reviews or escalated cases.
• Supporting positive external relationships to strengthen the organisation's reputation for handling complaints fairly and transparently.

What We're Looking For:

• Experience handling complaints within a regulated or customer-focused environment.
• A strong track record in customer service with excellent communication skills.
• Problem-solving ability and a calm, empathetic approach under pressure.
• Organisational skills with the ability to manage a caseload independently.
• A commitment to continuous learning and professional development.

If this role is of interest, please email over your CV to [e-mail]

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Administrative and Support Services, Telephone Call Centers, and Temporary Help Services

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