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Complaints Investigator

Job in London, Greater London, W1B, England, UK

Listing for: VOX Consultants Careers

Full Time position
Listed on 2026-10-15

Job specializations:

Customer Service/HelpDesk
Government

Complaints Investigator
Based in South East London
Initial 3 to 6 month ongoing contract
Mon to Fri 9am to 5pm - Hybrid 3 days in office
£31.89 p/hr umbrella

Role Purpose

Support the Housing Complaints Manager in the delivery of a high-quality complaints service to customers and the Dealing with complex and multi-faceted complaints across two or more service areas. Respond to customer’s complaints and work to regain their trust by taking prompt and appropriate actions to put things right.

Undertake investigation of complex and multi-faceted complaints for all service areas in the Housing Department. Provide effective and timely resolution to complaints and cabinet member enquiries in line with the Council and Ombudsman’s expectations, whilst ensuring excellent customer service is delivered.

Responsibilities

Draw on knowledge of service area functions, policies and procedures to thoroughly investigate and respond to stage one complaints and members enquiries in a timely manner, whilst taking relevant legislation and statutory obligation into consideration.

Ensure investigation process continuously improves to reflect best practice and the council’s value of getting it right first time. Manage corrective and follow up action...

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