Complaint Investigator – Housing (Temporary)

About the role

Reed is hiring two Complaint Investigators to support a busy, customer‑focused housing team on a temporary basis. The role starts immediately, offers hybrid working after a three‑day mandatory training at the Pitsea office, and provides a competitive hourly rate of £14.34.

Key responsibilities

• Conduct thorough investigations into resident complaints, gathering and analysing evidence to reach fair resolutions.
• Liaise with internal departments and external contractors to obtain necessary information and progress cases.
• Ensure all actions comply with the 2024 Housing Ombudsman Complaint Handling Code and other regulatory requirements.
• Maintain accurate, detailed records of all activities within the CRM system.
• Identify recurring issues, provide feedback to management, and suggest service‑improvement initiatives.
• Deliver responses within agreed service levels while maintaining professional relationships with residents.

Required profile

• Proven experience in complaint investigation, handling, or a contact‑centre environment.
• Background in housing, local authority, or public‑sector settings.
• Demonstrated ability to manage complex and escalated complaints.

Required skills

• CRM system usage

What we offer

• Hourly rate of £14.34 (PAYE).
• Temporary fixed‑term contract until at least October, with possible extension.
• Hybrid working model after initial training.
• Immediate start and three days of mandatory training at Pitsea.