Housing Complaints Investigator - Complex Case Expert

Trident Group; Birmingham; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

34 days annual leave

Birthday day off

Life assurance (3 x salary)

Employee Assistance programme

Flexible Working options

Learning & Development opportunities

Job summary

Trident Group is seeking a dedicated Complaints Investigator to join the Customer Experience Team in Birmingham. You will independently investigate complex complaints, review records, and drive service improvements while ensuring fairness and regulatory compliance.

You will handle Stage 1 and Stage 2 cases, analyze data, prepare detailed reports, and support organisational learning to enhance resident satisfaction across our housing services.

Qualifications

• Educated to A-Level or equivalent experience.
• Professional qualification in Housing, Customer Service or Complaints Handling desirable.
• Level 3/4 CIH qualification desirable.
• Evidence of ongoing professional development.

Responsibilities

• Investigate complex and high-risk Stage 1 and 2 complaints.
• Review records, liaise with stakeholders and document findings.
• Produce detailed reports and objective recommendations.
• Identify service failures and support learning across the organisation.
• Engage in root cause analysis and regulatory compliance.
• Manage difficult conversations while maintaining objectivity.

Skills

Investigative skills

Analytical skills

Report writing

Stakeholder management

Microsoft 365

Case management systems

Independent working

Regulatory interpretation

Education

A-Level or equivalent

CIH qualification desirable

Tools

Microsoft 365

Case management systems

Job description

Trident Group is seeking a dedicated Complaints Investigator to join the Customer Experience Team in Birmingham. You will independently investigate complex complaints, review records, and drive service improvements while ensuring fairness and regulatory compliance.

You will handle Stage 1 and Stage 2 cases, analyze data, prepare detailed reports, and support organisational learning to enhance resident satisfaction across our housing services.