Complaints Investigator - Customer Resolution

Housing Quality Network; Greater London; Hybrid; GBP 28,000 - 37,000; Full time

Job summary

Leeds Federated is recruiting two permanent, full-time Complaints Officers to join our Service Improvement team. You’ll own Stage 1 complaints, conduct investigations, and provide clear, empathetic responses to customers.

You’ll work with colleagues and contractors to reach fair resolutions and drive service improvements. You’ll identify recurring issues, help reduce repeat complaints, and stay up to date with the Housing Ombudsman Complaint Handling Code and related legislation to ensure

Qualifications

• Experience in a customer service environment.
• Experience of carrying out administrative tasks accurately and to a high standard.
• Good computer literacy, with the ability to use digital systems and tools effectively.

Responsibilities

• Take ownership of Stage 1 complaints from beginning to end, acting as the main point of contact for customers.
• Carry out thorough, evidence-based investigations, gathering information from colleagues, contractors and other partners.
• Provide clear, empathetic and customer-focused responses that explain what happened, your findings and how we will aim to resolve the complaint.
• Keep customers informed throughout the complaint process, taking account of individual circumstances and communication needs.
• Make fair and proportionate decisions on resolutions in line with our policies and procedures.
• Work closely with teams across Leeds Fed to identify recurring issues, share learning and help reduce repeat complaints.
• Support the development of a positive complaint-handling culture across the association.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant legislation and good practice.
• Maintain accurate and timely complaint records and ensure information is handled in line with our policies and procedures.

Skills

Customer service experience

Administrative tasks

Computer literacy

Relationship building

Decision making within policies

Time management

Job description

Leeds Federated is recruiting two permanent, full-time Complaints Officers to join our Service Improvement team. You’ll own Stage 1 complaints, conduct investigations, and provide clear, empathetic responses to customers.

You’ll work with colleagues and contractors to reach fair resolutions and drive service improvements. You’ll identify recurring issues, help reduce repeat complaints, and stay up to date with the Housing Ombudsman Complaint Handling Code and related legislation to ensure