Complaints Investigator — Service Improvement (Remote Friendly)

Leeds Federated Housing Association Limited; Ledston; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Generous holiday allowance

Flexible leave options

Agile and flexible working

Healthcare plan

Job summary

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

You will also identify recurring issues and drive improvements across our housing services. This role offers hybrid working options with hubs across Leeds, a focus on timely records, and a commitment to a customer-centered approach.

Qualifications

• Experience of working 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.
• Ability to build and maintain positive working relationships with customers, colleagues and contractors.
• Ability to make informed decisions within policies and procedures, using sound judgement and working independently.
• Good time management skills, with the ability to organise and prioritise your workload.

Responsibilities

• Take ownership of Stage 1 complaints from beginning to end, acting as the main point of contact for customers.
• Carry out thorough investigations, gathering information from colleagues, contractors and other partners.
• Provide clear, empathetic responses that explain what happened, findings, and next steps.
• Keep customers informed throughout the process, considering individual circumstances and needs.
• Make fair and proportionate decisions on resolutions in line with policies.
• Identify recurring issues and share learning to reduce repeat complaints.
• Support development of a positive complaint-handling culture across the association.
• Keep up to date with the Housing Ombudsman Complaint Handling Code and relevant laws.

Skills

Customer service experience

Administrative tasks

Computer literacy

Relationship building

Decision making

Time management

Job description

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

You will also identify recurring issues and drive improvements across our housing services. This role offers hybrid working options with hubs across Leeds, a focus on timely records, and a commitment to a customer-centered approach.