Hybrid Housing Complaints Investigator

Peabody; Basildon; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

30 days annual leave

Flexible benefits scheme

Up to 10% pension contribution

Job summary

Peabody is seeking an experienced Complaints Investigator to join the team. You will investigate and resolve resident complaints with empathy and integrity, collaborating with colleagues and contractors to gather evidence and deliver solutions.

The role includes managing Stage Two reviews and supporting Housing Ombudsman investigations. Hybrid role with two days per week in our Pitsea office; salary and benefits reflect housing sector standards.

Qualifications

• Experience handling complaints, ideally within social housing, customer service or the public sector.

Responsibilities

• Investigate and resolve resident complaints from start to finish.
• Manage complaint escalations and independent Stage Two reviews.
• Work with teams across the business to gather evidence and deliver solutions.
• Identify recurring issues and help improve services for residents.
• Assess service failures and recommend compensation where appropriate.

Skills

Complaint handling

Investigation

Customer service

Communication

Organisation

Stakeholder management

Job description

Peabody is seeking an experienced Complaints Investigator to join the team. You will investigate and resolve resident complaints with empathy and integrity, collaborating with colleagues and contractors to gather evidence and deliver solutions.

The role includes managing Stage Two reviews and supporting Housing Ombudsman investigations. Hybrid role with two days per week in our Pitsea office; salary and benefits reflect housing sector standards.