Complaints Investigator – Temporary (Remote)

About the role

We are looking for a temporary Complaints Investigator to join our customer‑focused team on a remote basis. The role starts immediately, includes two days of paid training in our Ealing office, and runs at least until October with the possibility of extension.

Key responsibilities

• Investigate resident complaints thoroughly, gathering and analysing evidence to reach fair resolutions.
• Liaise with internal departments and external contractors to obtain information and progress cases.
• Ensure all actions comply with the 2024 Housing Ombudsman Complaint Handling Code and relevant regulations.
• Maintain accurate records of all activities in the CRM system.
• Identify recurring issues, provide feedback to management and support service‑improvement initiatives.
• Deliver timely responses in line with agreed service levels.

Required profile

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

Required skills

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

What we offer

• Remote work with paid training expenses.
• Hourly rate of £14.34 (PAYE).
• Fixed‑term contract until at least October, with potential extension.
• Standard Monday‑Friday, 9:00‑17:00 schedule.