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Triumph Consultants Ltd; Basildon; Hybrid; GBP 19,000 - 26,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

Triumph Consultants is seeking a Complaint Lead to investigate and resolve residents' complaints, ensuring fair and timely outcomes under the 2024 Housing Ombudsman Code. The assignment is 2 months, with hybrid working in Essex.

The role requires experience in complaint handling, CRM systems, and the housing/public sector context to deliver compliant, well-documented resolutions and drive service improvements.

Qualifications

• Proven experience in a similar role within a contact centre or customer service.
• Experience in a social housing or public sector service environment preferred.
• Good knowledge of CRM systems, contact centre software and digital tools.

Responsibilities

• Conduct detailed investigations into resident complaints and provide fair resolutions.
• Collaborate with internal teams and external contractors to gather evidence.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and regulatory requirements.
• Document all complaint-related interactions in the CRM system with transparency.
• Provide feedback to management to drive improvements and reduce complaint volumes.

Skills

Complaint handling

CRM experience

Social housing experience

Complaint investigations

Housing Ombudsman Code knowledge

Tools

CRM systems

Genesys

Job description

Triumph Consultants are looking for a Complaint Lead to investigate and resolve complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code. Contract is for 2 months in Essex.

Pay Rate: £16.23 per hour PAYE

Hybrid Working

Key requirements:

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience in a social housing or similar public sector service environment (preferred).
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience of working in a complaint setting.
• Excellent knowledge of the Housing Ombudsman Complaint Handling Code.

Key responsibilities:

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

Job Ref: 000B 630B / 1

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.