{"@context":"https:/schema.org/","@type":"JobPosting","title":"Complaints Investigator - Housing

The Sage Group plc; Northampton; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading housing solutions company is seeking a Complaints Investigator to manage customer feedback and complaints, ensuring issues are resolved efficiently. The role involves investigating complaints, managing communications with stakeholders, and utilizing IT systems. Ideal candidates will have customer service experience and strong communication skills. This hybrid position is based in Northampton, allowing remote work flexibility.

Benefits

25 days holiday plus service days

Annual discretionary bonus

Health cash plan

Study support package

Workplace Pension

Cycle to Work scheme

Electric car scheme

Wellbeing support

Paid volunteering leave

Charity fundraising support

Qualifications

• Experience in customer service within Social Housing or private development.
• Understanding of the Housing Ombudsman complaint handling code.
• Proficiency in using CRM and complaints systems.

Responsibilities

• Act as the primary point of contact for customer complaints.
• Conduct thorough investigations and ensure prompt resolution of complaints.
• Manage inbound communication ensuring timely responses to stakeholders.
• Use IT systems to track and monitor complaints.

Skills

Customer service experience

Communication skills

Problem-solving

Attention to detail

Negotiation skills

Tools

Microsoft Dynamics

Excel

PowerPoint

SharePoint

Teams

Job description

Overview

We are looking for a hands-on, customer-focused professional to join our team as a Complaints Investigator. In this role, you'll be the main point of contact for feedback and complaints, working closely with the Complaints Manager to deliver a top-tier complaints service that exceeds customer expectations. You will play a key role in the end-to-end complaints process, liaising with various teams, customers, and complaint owners to ensure issues are resolved efficiently and in line with service standards. The goal is to resolve complaints at the first stage whenever possible, keeping customers informed and ensuring all feedback is handled with care and urgency. Your role will include administrative tasks, investigation support, and reporting, while recommending improvements to enhance the customer experience. This is a hybrid position, with three days a week based in our Northampton office.

Responsibilities

• Act as the primary point of contact for customers, addressing complaints and inquiries from various external bodies.
• Conduct thorough investigations and ensure prompt resolution of complaints, including formal responses and Member Enquiries.
• Manage inbound communication via phone, email, and letters, ensuring timely and professional responses to all stakeholders.
• Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting and analysis to identify trends and recommend improvements.
• Collaborate with internal teams to ensure timely responses, uphold service standards, and suggest process improvements.
• Foster positive relationships with customers, promote a "customer-first" culture, and provide guidance to colleagues on handling complaints.

Qualifications and Experience

• Experience in customer service within the Social Housing or private development sectors. You should be a confident communicator, capable of handling complex complaints and working collaboratively with internal and external stakeholders. Ability to use IT systems effectively and work under pressure to thrive in this role, with a problem-solving mindset and attention to detail to ensure the best outcomes for our customers.
• Understanding of the Housing Ombudsman complaint handling code and experience in resolving complex, multi-faceted complaints.
• Proficiency in using CRM and complaints systems, and ability to use IT systems (e.g., Microsoft Dynamics, Excel, PowerPoint, SharePoint, Teams) to manage data and track complaints.
• Excellent verbal and written communication skills with experience in negotiation and stakeholder management.
• Highly organized, self-motivated, and able to manage priorities and deadlines.
• A proactive problem-solver with a customer-first mindset, strong relationship-building skills, and a passion for delivering exceptional customer service.

Additional Information

• This range is provided by Sage Homes. Your actual pay will be based on your skills and experience - talk with your recruiter to learn more.
• Base pay range
• Seniority level

About Sage Homes and Benefits

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them. Since 2017 we have delivered around 17,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and we continue to deliver high quality affordable homes across the country. We want to empower diverse, ambitious people to thrive. We are fast-paced and inclusive, and encourage our people to use their passion, curiosity and inventiveness to help us create safe places for our customers to flourish. Our benefits include:

• 25 days holiday, and an additional day for every year’s service (up to five years)
• Annual discretionary bonus scheme
• A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
• Study support package, helping you achieve your personal and professional development ambitions
• Workplace Pension - matching personal contributions up to 5%
• Cycle to Work scheme, helping you save up to 40% on a new bike and accessories
• Electric car scheme, enabling you to rent a brand-new electric car at low-cost payments
• Wellbeing support through MyndUp
• Two days' paid volunteering leave a year
• Charity fundraising support, with match-funding up to £1,000 for good causes

Equal Employment Opportunity: Sage Homes is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.