Complaint Investigator - hybrid working

Complaints Investigator

Pay Rate:

• London (Ealing/Westminster Bridge Road): £22.59 Umbrella / £17.85 PAYE


• Pitsea (Essex): £20.51 Umbrella / £16.23 PAYE

Location: Hybrid working from Pitsea, Ealing or Westminster Bridge Road offices
Contract: Temporary until September 2026, with possible extension

The Role

We are recruiting for 2 Complaint Investigators to investigate and resolve resident complaints, ensuring fair outcomes and compliance with the Housing Ombudsman Complaint Handling Code.

Successful candidates will attend 3 days of training in Pitsea before moving to a hybrid working arrangement.

Responsibilities

• Investigate complaints and gather relevant evidence.


• Liaise with internal teams and contractors to resolve cases.


• Ensure compliance with complaint handling processes and regulations.


• Maintain accurate records on CRM systems.


• Produce clear written responses and meet agreed timescales.


• Identify recurring issues and support service improvements.

Skills & Experience

• Previous complaints handling or complaint investigation experience.


• Strong customer service and communication skills.


• Experience working to deadlines and service level agreements.


• Knowledge of CRM systems.


• Good understanding of the Housing Ombudsman Complaint Handling Code.


• Social housing experience desirable.

Essential Attributes

• Customer-focused approach.


• Excellent attention to detail.


• Organised and resilient.


• Able to manage complex or escalated cases professionally.

To apply for the Complaints Investigator position, please submit your CV for consideration.

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