Complaints Investigator - Housing

Michael Page (UK); City Of London; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A reputable housing organization in London is seeking a Complaints Investigator to manage complaints and ensure customer satisfaction. The role involves investigating complaints, delivering excellent customer service, and preparing documentation for reviews. Candidates should have proven experience in handling complaints, particularly Stage 1, and strong communication skills. Competitive hourly rate of £22 with a hybrid working model is offered.

Benefits

Competitive hourly rate

Opportunity to work with a leading housing provider

Immediate start

Qualifications

• Proven experience in housing, particularly in handling Stage 1 complaints.
• Experience with Stage 2 complaints is a strong advantage.
• Able to work independently and hit the ground running with minimal training.

Responsibilities

• Take ownership of complaints from start to closure.
• Investigate Stage 1 complaints with a resolution-focused approach.
• Deliver excellent customer service via written correspondence, telephone, and face-to-face interactions.

Skills

Experience in handling Stage 1 complaints

Strong written and verbal communication skills

Highly organised and resolution-focused

Job description

• Make an immediate impact in a reputable housing organisation.
• Hybrid working in central London with competitive pay.

About Our Client

Our client is a well-established housing association based in London, known for delivering high-quality services to residents and maintaining a strong commitment to customer satisfaction and regulatory compliance.

Job Description

• Take ownership of complaints from start to closure, ensuring customers are kept informed.
• Investigate Stage 1 complaints with a resolution-focused approach; Stage 2 experience is highly desirable.
• Deliver excellent customer service via written correspondence, telephone, and face-to-face interactions.
• Project manage high-quality responses and ensure timely resolution.
• Prepare comprehensive documentation for Stage 2 reviews and provide expert guidance.
• Draft high-level written responses aligned with regulatory standards.
• Process and issue compensation payments accurately.

The Successful Applicant

A successful Complaints Investigator should have:

• Proven experience in housing, particularly in handling Stage 1 complaints.
• Experience with Stage 2 complaints is a strong advantage.
• Able to work independently and hit the ground running with minimal training.
• Strong written and verbal communication skills.
• Highly organised, empathetic, and resolution-focused.

What's on Offer

• Competitive hourly rate of £22
• Opportunity to work with a leading housing provider
• Hybrid working model (Wednesdays and Thursdays on-site)
• Immediate start for the right candidate

If you're ready to make a positive impact as a Complaints Investigator, apply today to join this rewarding role in London.