Complaint Lead – Temporary Remote

About the role

We are looking for an experienced Complaint Lead to join a busy, customer‑focused team on a temporary basis. The role is fully remote, with two days of paid training at our Ealing office, and offers the chance to investigate and resolve resident complaints in the social housing sector.

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 relevant regulations.
• Maintain accurate records of all complaint activity within the CRM system.
• Identify recurring themes, 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 in social housing or a similar public‑sector setting is desirable.
• Demonstrated ability to manage complex or escalated complaint cases.

Required skills

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

What we offer

• Hourly rate of £14.34 (PAYE).
• Immediate start with a contract until at least October, with potential extension.
• Remote working with two days of paid training in Ealing.
• Opportunity to contribute to positive resident experiences and service improvement.