Housing Complaint Investigator

4Recruitment Services Ltd; Ealing; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

4Recruitment Services are seeking a Housing Complaint Investigator to work for a housing association. You will investigate and resolve complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code.

The role offers a hybrid working pattern with home-based days and offices in Westminster, Ealing or Pitsea. After training, you will collect evidence, liaise with teams and contractors, and keep CRM records to support service

Qualifications

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience working within social housing or a similar public sector service environment (preferred).
• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Strong organisational and time management skills, with the ability to meet SLAs.
• Proficient in CRM systems and digital communication tools.
• Demonstrable experience working within a complaints-handling environment.
• Excellent knowledge and understanding of the Housing Ombudsman Complaint Handling Code.

Responsibilities

• Conduct detailed investigations into resident complaints, gathering and analysing information to provide fair resolutions.
• Collaborate with internal teams and external contractors to collect evidence and support complaint resolution.
• Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and regulatory requirements.
• Maintain accurate and transparent records of all complaint-related interactions within the CRM system.
• Provide feedback to management on recurring issues to support service improvements and reduce complaint volumes.

Skills

Customer service

CRM systems

Communication skills

Complaint handling

Housing knowledge

Tools

Genesys

Job description

4Recruitment Services are seeking a Housing Complaint Investigator to work for a housing association.

You will be required to investigate and resolve complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code.

The role is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents.

Following a period of initial training, you will have the opportunity to work in a hybrid capacity, with the flexibility to work from home. You can choose to be based from one of three office locations: Westminster, Ealing or the Pitsea site.

DUTIES AND RESPONSIBILITIES INCLUDE:

• Conduct detailed investigations into resident complaints, gathering and analysing all relevant information to provide fair resolutions.
• Collaborate with internal teams and external contractors to collect evidence and support complaint resolution.
• Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and relevant regulatory requirements.
• Maintain accurate and transparent records of all complaint-related interactions within the CRM system.
• Provide feedback to management and relevant teams on recurring issues to support service improvements and reduce complaint volumes.

ESSENTIAL REQUIREMENTS INCLUDE:

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience working within social housing or a similar public sector service environment (preferred).
• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Strong organisational and time management skills, with the ability to meet service level agreements (SLAs).
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience working within a complaints-handling environment.
• Excellent knowledge and understanding of the Housing Ombudsman Complaint Handling Code.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.