Housing Complaint Investigator

About the role

The Housing Complaint Investigator will handle resident complaints for a housing association, ensuring fair and timely resolutions in line with the 2024 Housing Ombudsman Complaint Handling Code. After an initial training period, the role offers hybrid working flexibility.

Key responsibilities

• Conduct detailed investigations into resident complaints, gathering and analysing relevant information.
• Collaborate with internal teams and external contractors to collect evidence and support resolutions.
• Ensure all activities comply with the Housing Ombudsman Complaint Handling Code and regulatory requirements.
• Maintain accurate records of complaint interactions within the CRM system.
• Provide feedback to management on recurring issues to drive service improvements.

Required profile

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience in social housing or a comparable public‑sector service (preferred).
• Excellent verbal and written communication across telephone and digital platforms.
• Strong organisational and time‑management skills with the ability to meet SLAs.
• Demonstrable experience in a complaints‑handling environment.
• Good knowledge of the Housing Ombudsman Complaint Handling Code.

Required skills

• Proficiency with CRM systems.
• Experience using Genesys contact‑centre software.
• Competence with digital communication tools.

What we offer

• Hybrid working with the option to work from home.
• Choice of office location: Westminster, Ealing or Pitsea.
• Initial training and ongoing development.
• Equal‑opportunity employment and safe recruitment practices.