Complaints Investigator

Service Care Solutions; United Kingdom; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading company in the housing sector is seeking two experienced Complaints Investigators for a temporary role based in London. Candidates must possess a housing-related degree and a strong background in drafting complaint responses. The position offers a hybrid working model, allowing flexibility between home and office. The candidates will take ownership of complaints from start to resolution while ensuring high service standards are maintained.

Qualifications

• Must hold a housing-related degree.
• Strong experience writing Stage 1 and 2 complaint responses.
• Excellent written communication skills.

Responsibilities

• Investigate and resolve complaints in line with service standards.
• Draft high-quality written responses to complaints.
• Liaise directly with residents, delivering empathetic service.

Skills

Complaint-handling legislation

Customer service

Written communication

Problem-solving

Time management

Education

Housing-related degree

Tools

CRM/case management systems

Job description

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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:

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