Complaints Investigator

Complaints Investigator

Hourly Rate: £23.81 PAYE OR £30.88 Umbrella

Location:

Wembley, HA9
Job Type: Temporary (until May 2026 with possible extension)
We are seeking a skilled Complaints Investigator with extensive experience in handling complex complaints, particularly in the areas of housing, repairs, homelessness, and public realm issues. This role requires managing stage 2 complaints and drafting responses on behalf of senior stakeholders, necessitating a blend of tact, diplomacy, and tenacity to ensure thorough investigations and resolutions.

Day-to-day of the role:

Handle and investigate stage 2 complaints across various domains including housing, repairs, homelessness, and public realm.
Draft and prepare response documents on behalf of Corporate Directors, ensuring accuracy and appropriateness of the content.
Interact and communicate effectively with senior stakeholders to gather necessary information and feedback for complaint resolution.
Follow through on investigations diligently, ensuring all aspects are thoroughly explored and resolved.
Maintain high standards of documentation and record-keeping throughout the complaint handling process.

Required Skills &

Qualifications:

Proven experience in complaints handling, especially in housing, repairs, homelessness, or public realm.
Experience managing stage 2 complaints and preparing executive-level correspondence.
Strong ability to interact with and influence senior stakeholders.
Excellent written and verbal communication skills, with a focus on tact and diplomacy.
Demonstrable tenacity in following through on investigations to ensure resolution.
Ability to work independently and as part of a team in a dynamic environment.

To apply for the Complaints Investigator position, please submit your CV your relevant experience