Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Investigate and resolve resident complaints, ensuring fair outcomes.
- Company: Join a supportive housing association focused on community welfare.
- Benefits: Earn £17.42 per hour with potential for remote work options.
- Why this job: Make a real impact by improving resident experiences and driving service enhancements.
- Qualifications: Experience in customer service or contact centre roles is essential.
- Other info: Temporary position lasting 6 to 8 weeks, starting 23rd June.
Location: Pitsea, SS13
Job Type: Temp – 6 to 8 weeks / start date 23rd June
Hourly rate: £17.42 per hour
We are seeking a dedicated Complaints Investigator to join the Contact Centre & Complaints team within a housing association. This role is essential for investigating and resolving complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code.
Day-to-day of the role:
- Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
- Work closely with internal teams and external contractors to gather evidence and resolve complaints.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
- Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
- Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.
Required Skills & Qualifications:
- Proven experience in a similar role within a contact centre or customer service environment.
- Experience in a social housing or similar public sector service environment.
- Excellent communication skills, both verbal and written, across telephone and digital platforms.
- Organisational and time management skills, with the ability to deliver against SLAs.
- Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
- Demonstrable experience of working in a complaint setting.
- Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
If you are interested in this role, please submit your application with an updated copy of your CV.
Contact Detail:
Reed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding this code will not only help you in your role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in handling difficult conversations. Practising how to convey empathy and clarity can set you apart when discussing your approach to resolving complaints.
✨Tip Number 3
Gain experience with CRM systems, particularly Genesys if possible. Familiarity with these tools will show that you're ready to hit the ground running and can manage complaint documentation effectively.
✨Tip Number 4
Network with professionals in the housing sector or customer service roles. Engaging with others in the field can provide insights into best practices and may even lead to referrals for the position.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints handling and customer service. Emphasise any roles where you've worked in a contact centre or social housing environment, as this will resonate with the hiring team.
Showcase Communication Skills: In your application, provide examples of how you've effectively communicated with residents or clients, both verbally and in writing. This is crucial for a Complaints Investigator role, so make it clear how you excel in this area.
Demonstrate Compliance Knowledge: Mention your understanding of the Housing Ombudsman Complaint Handling Code and any experience you have in ensuring compliance with regulatory requirements. This will show that you are well-prepared for the responsibilities of the role.
Highlight Organisational Skills: Discuss your organisational and time management skills in your application. Provide specific examples of how you've managed multiple complaints or tasks simultaneously while meeting deadlines, as this is essential for the position.
How to prepare for a job interview at Reed
✨Know the Housing Ombudsman Code
Familiarise yourself with the 2024 Housing Ombudsman Complaint Handling Code. Understanding its principles will help you demonstrate your knowledge during the interview and show that you're serious about compliance in complaint handling.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, prepare examples of how you've effectively communicated with residents or clients in previous positions. Be ready to discuss how you handle difficult conversations and ensure clarity in your interactions.
✨Prepare for Scenario Questions
Expect scenario-based questions where you'll need to explain how you would handle specific complaints. Think through potential situations you might face in this role and outline your approach to resolving them fairly and efficiently.
✨Highlight Your Organisational Skills
As the role requires strong organisational and time management skills, be prepared to discuss how you prioritise tasks and manage your workload. Share examples of how you've successfully met deadlines and maintained accurate records in past roles.
