Complaints Investigator (Temporary, Remote)

About the role

Reed is seeking an experienced Complaints Investigator to join a busy, customer‑focused team on a temporary basis. Working remotely, you will investigate resident complaints in the social housing sector, ensuring fair outcomes and compliance with the 2024 Housing Ombudsman Complaint Handling Code.

Key responsibilities

• Conduct thorough investigations into resident complaints, gathering and analysing evidence.
• Liaise with internal departments and external contractors to obtain information and progress cases.
• Maintain accurate records in the CRM system and ensure compliance with regulatory standards.
• 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 contact‑centre environments.
• Experience in social housing or a similar public‑sector setting is desirable.
• Demonstrable 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.
• Solid understanding of complaint investigation principles and best practice.

What we offer

• £14.34 per hour (PAYE) with expenses‑paid training at the Ealing office.
• Immediate start and a contract lasting until at least October, with potential extension.
• Remote work with a structured Monday‑to‑Friday schedule (9 am‑5 pm).