Resident Complaints Investigator: Shape Better Housing

Peabody; Houghton Regis; In loco; GBP 26.000 - 38.000; Tempo pieno

Descrizione del lavoro

Peabody in the United Kingdom is seeking a Complaints Investigator based in Houghton Regis, with occasional travel to our London office for quarterly meetings. You will investigate resident complaints, gather evidence with colleagues and contractors, and provide fair, balanced resolutions in line with the Housing Ombudsman Complaint Handling Code.

The role emphasizes delivering a positive, responsive complaints experience, driving service improvements through customer feedback, and maintaining

Competenze

• Experience of complaint investigation and handling complex resident enquiries.

Mansioni

• Investigate resident complaints thoroughly, gathering and analysing evidence to ensure fair and timely resolutions.
• Work collaboratively with internal teams and external contractors to resolve complaints and deliver positive outcomes for residents.
• Ensure all complaint handling activities comply with the Housing Ombudsman Complaint Handling Code and relevant regulatory requirements.
• Maintain accurate records within CRM systems, ensuring transparency and clear audit trails throughout the complaint journey.
• Identify recurring themes and provide insight to support service improvements and reduce future complaints.

Descrizione del lavoro

Peabody in the United Kingdom is seeking a Complaints Investigator based in Houghton Regis, with occasional travel to our London office for quarterly meetings. You will investigate resident complaints, gather evidence with colleagues and contractors, and provide fair, balanced resolutions in line with the Housing Ombudsman Complaint Handling Code.

The role emphasizes delivering a positive, responsive complaints experience, driving service improvements through customer feedback, and maintaining