Complaints Officer

Reed; City Of London; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A leading service company in the UK is seeking a dedicated Complaint Investigator to manage and resolve complaints effectively. This role involves conducting thorough investigations, collaborating with various teams, and ensuring compliance with the Housing Ombudsman Complaint Handling Code. The ideal candidate has experience in customer service, strong communication skills, and the ability to work in a hybrid setting. Competitive hourly rates are offered.

Qualifications

• Proven experience in a contact centre or customer service environment.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Strong time management skills with ability to meet SLAs.

Responsibilities

• Conduct detailed investigations into resident complaints.
• Collaborate with internal teams to gather evidence.
• Document all complaint-related interactions in CRM.

Skills

Proven experience in a similar role

Excellent communication skills

Strong organisational skills

Proficiency in CRM systems

Customer-focused

Tools

Genesys

Job description

Complaint Investigator

• Location: Training in Pitsea, SS13 for 1 week. After this can be based in either Pitsea. Ealing or Westminster Bridge depending on your location. Hybrid working
• Job Type: 2x Temp contracts available – 1 month rolling contract
• Hourly rate: London- PAYE £17.85 / Umbrella £22.59 per hour

We are seeking a dedicated Complaint Investigator to join a Contact Centre & Complaints department. This role is essential for investigating and resolving complaints raised by residents, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. The successful candidate will play a crucial role in maintaining strong relationships with residents and promoting a positive complaint-handling culture.

Day-to-day of the role:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Collaborate closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
• Document all complaint-related interactions in the CRM system, maintaining transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to help drive service improvement and reduce complaint volumes.

Required Skills & Qualifications:

• Proven experience in a similar role within a contact centre or customer service environment.
• Preferred experience in social housing or a similar public sector service environment.
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code.
• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Strong organisational and time management skills, with the ability to meet SLAs.
• Proficiency in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience working in a complaint setting.
• Customer-focused, adaptable, flexible, and resilient, especially when managing escalated or complex issues.

To apply for the Complaint Investigator position, please submit your CV detailing your relevant experience.