Complaints Investigator

Trident Group – UK; West Midlands; On-site; GBP 34,000 - 38,000; Full time

Benefits offered by this job

34 days annual leave

Birthday leave

Life assurance (3 x salary)

Employee Assistance programme

Flexible working

Learning & Development

Job summary

Trident Group – UK in Birmingham is seeking a Complaints Investigator to independently examine complex customer complaints, assess compliance with policies and codes, and drive service improvements through learning and robust reporting.

The role supports the Customer Experience Team with analysis, stakeholder engagement and accurate, fair resolutions across regulated housing services.

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.

Responsibilities

• 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.

Skills

Investigative skills

Analytical skills

Report writing

Communication skills

Stakeholder management

Attention to detail

Time management

Legislation interpretation

Independent working

Microsoft 365

Case management systems

Education

A-Level or equivalent

Housing/Complaint handling qualification desirable

CIH Level 3/4 desirable

Evidence of ongoing professional development

Tools

Microsoft 365

Case management systems

Job description

Birmingham

£34,144.00 plus £1680 car allowance annually

37.5 hours per week

26th September 2026

About The Role

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.

Reference 188912

Complaints Investigator

Birmingham

£34,144.00 plus £1680 car allowance annually

37.5 hours per week

26th September 2026

About The Role

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.

Who we’re looking for?

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.

Why join us?

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

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 consdidered.

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.