Complaint Lead – Customer Service & Investigation

About the role

We are looking for an experienced Complaint Lead to join a busy customer service and complaints team. The role involves investigating resident complaints, delivering fair outcomes and supporting continuous service improvement. The position is remote with a short training period in Ealing.

Key responsibilities

• Investigate resident complaints thoroughly, gathering and analysing evidence.
• Manage cases in line with the Housing Ombudsman Complaint Handling Code and internal policies.
• Liaise with internal departments, external contractors and stakeholders to obtain information.
• Draft clear, professional complaint responses and maintain accurate records in the CRM system.
• Ensure all complaints are resolved within agreed service level agreements.
• Escalate complex cases and provide recommendations for resolution.
• Identify recurring trends and feed insights back to improve services.

Required profile

• Previous experience as a Complaint Investigator, Complaints Officer or similar role.
• Background in housing, public sector, contact centre or customer service environments.
• Strong written communication and investigative skills.
• Ability to work collaboratively with internal teams and external partners.

Required skills

• Proficiency with CRM systems for case management.

What we offer

• Competitive hourly rate: £16.23 PAYE or £20.51 Umbrella.
• Temporary contract until October 2026 with the possibility of extension.
• Two days of paid training in Ealing.
• Fully remote working arrangement.
• Opportunity to handle up to 14 positions across the team.