Complaints Investigator

Location: Chaucer

Complaints Investigator – Remote

We are currently recruiting 5 Complaints Investigators to join a busy and impactful team Remotely. This is a great opportunity for individuals with strong investigative and communication skills who are passionate about delivering fair outcomes and improving resident experiences.

Role Overview

You will be responsible for investigating and resolving complaints raised by residents, ensuring each case is handled fairly, efficiently, and in line with the 2024 Housing Ombudsman Complaint Handling Code. This role plays a key part in promoting a positive complaint-handling culture and strengthening relationships with residents.

Key Responsibilities

Conduct thorough investigations into resident complaints, gathering and analysing all relevant information
Liaise with internal teams and external contractors to support effective complaint resolution
Ensure all activities comply with the Housing Ombudsman Complaint Handling Code and regulatory standards
Accurately record all interactions and case details within the CRM system
Identify recurring issues and provide feedback to support service improvements and reduce complaint volumes
Success Measures

Timely and fair resolution of complaints in line with service level agreements
High levels of resident satisfaction and positive feedback
Full compliance with the Housing Ombudsman Complaint Handling Code
To find out more information please contact Lily at (url removed)

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency