Complaints Investigator

Service Care Solutions Ltd; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in housing services seeks two experienced Complaints Investigators to join their team on a temporary basis. The role is hybrid, encompassing both office and remote work, focusing on managing and resolving complaints effectively while maintaining high customer service standards. Candidates must have a housing-related degree and strong experience in complaint resolution.

Qualifications

• Housing-related degree required.
• Experience in drafting complaints responses essential.
• Understanding of complaint-handling legislation and best practices necessary.

Responsibilities

• Investigate and resolve complaints as per service standards.
• Draft responses for Stage 1 and Stage 2 complaints.
• Maintain clear records throughout the case management process.

Skills

Written communication

Customer service

Problem-solving

Education

Housing degree

Tools

CRM systems

Job description

Job Title: Complaints Investigator
Hours: 35 Hours Per Week
Type: Temporary ongoing
Location: London W6 (Hybrid – Mon, Tue, Fri WFH / Wed & Thu Office-Based)
Start Date: ASAP

We are seeking two experienced Complaint Officers to join a busy housing complaints team on a temporary basis. Applicants must hold a housing-related degree and have direct experience drafting both Stage 1 and Stage 2 complaint responses.

This is a hybrid role requiring three days working from home and two days in the office. The successful candidates will need to hit the ground running with minimal training and take full ownership of complaints from start to resolution, while maintaining excellent service standards.

Key Duties and Responsibilities:

• Investigate and resolve complaints in line with regulatory frameworks, service standards, and agreed deadlines.
• Draft high-quality written responses to Stage 1 and Stage 2 complaints.
• Liaise directly with residents via phone, email, and in person, delivering an empathetic and resolution-focused service.
• Maintain clear, concise records using the organisation’s CRM system.
• Own the case journey from acknowledgement to closure, keeping the resident informed throughout.
• Resolve complex, ongoing cases with a problem-solving mindset.
• Prepare detailed briefing papers for Stage 2 reviews and provide expert guidance to inform decision-making.
• Process compensation payments in line with policy.
• Contribute to continuous service improvement by learning from complaint themes.

Essential Skills & Experience:

• Housing degree (This is non-negotiable)
• Strong experience writing Stage 1 and 2 complaint responses within a housing environment.
• Sound understanding of complaint-handling legislation, best practice, and Housing Ombudsman requirements.
• Ability to manage a high-volume caseload while meeting deadlines.
• Excellent written communication skills with a focus on clarity, professionalism, and tone.
• Strong customer service skills and empathetic approach to residents.
• Experience using CRM/case management systems.
• Able to work independently with minimal supervision.

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]