Complaints Investigator – Temporary Remote (£14.34/hr)

About the role

We are looking for an experienced Complaints Investigator to join a busy, customer‑focused team on a temporary basis. Working remotely, you will investigate resident complaints in the social‑housing sector, ensuring each case is handled fairly and in line with the 2024 Housing Ombudsman Complaint Handling Code.

Key responsibilities

• Conduct thorough investigations into resident complaints, gathering and analysing evidence.
• Liaise with internal departments and external contractors to obtain information and progress cases.
• Maintain accurate records of all complaint activity within the CRM system.
• Identify recurring trends and provide feedback to improve service delivery.
• Deliver timely responses that meet agreed service‑level targets.

Required profile

• Proven experience in complaints investigation, handling or a contact‑centre environment.
• Experience in social housing or a similar public‑sector setting is desirable.
• Demonstrated ability to manage complex or escalated cases.

Required skills

• Excellent written and verbal communication.
• Strong organisational and time‑management abilities.
• Experience using CRM systems and contact‑centre platforms such as Genesys.

What we offer

• £14.34 per hour (PAYE) with expenses‑paid training in Ealing.
• Remote work with a two‑day on‑site training session.
• Potential contract extension beyond the initial October end date.