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- Tasks: Investigate and resolve resident complaints, ensuring fair and timely resolutions.
- Company: Join a dynamic Contact Centre & Complaints team focused on enhancing resident trust.
- Benefits: Earn £22.04 per hour with flexible work locations after training.
- Why this job: Make a real impact by improving service and resident satisfaction in a supportive environment.
- Qualifications: Must know the Housing Ombudsman Complaint Handling Code and have relevant complaint resolution experience.
- Other info: Temporary contract for 6-8 weeks starting 23 June 2025, with full-time training provided.
Job Title: Complaint Investigator (x10 vacancies) Contract Type: Temporary (6-8 weeks) Start Date: 23 June 2025 Pay Rate: £22.04 per hour (Umbrella) Hours: Full-time Initial Training Location: Ealing Office, London W5 Work Locations (after training): Pitsea Office, Pitsea SS13 Westminster Bridge Road, London SE1 Ealing Office, London W5 About the Role: We are recruiting ten experienced Complaint Investigators to join our Contact Centre & Complaints team. You will be responsible for investigating and resolving complaints raised by residents in line with the 2024 Housing Ombudsman Complaint Handling Code. This is a vital role that supports a positive complaints culture and strengthens trust with our residents. Please note: all applicants must have working knowledge of the Housing Ombudsman Complaint Handling Code. Training: One week of full-time, in-person training will take place at our Ealing Office starting 23 June 2025. After completing training, candidates may work from Pitsea, Westminster Bridge Road, or Ealing, depending on preference and business need. Key Responsibilities: Conduct in-depth investigations into resident complaints and ensure fair, timely resolutions. Collaborate with internal departments and external partners to gather evidence and resolve issues. Maintain accurate records of complaint-handling in the CRM system. Adhere to all regulatory requirements, including the Housing Ombudsman Complaint Handling Code. Provide feedback and insight to support service improvement across the organisation. Requirements: Must have a working knowledge of the Housing Ombudsman Complaint Handling Code. Able to attend full-time training at the Ealing Office. Proven experience resolving complaints in a housing, contact centre or public sector setting. Strong written and verbal communication skills. Organised, with the ability to manage multiple cases and meet deadlines. Proficient with CRM systems and complaint-tracking software (e.g. Genesys). Experience handling escalated or sensitive issues with empathy and professionalism. Success Measures: Timely, compliant resolution of all assigned complaints. Positive resident feedback and increased satisfaction. Reduction in repeat complaints and escalations. To Apply: Send your CV to for immediate review. RG Setsquare is acting as an Employment Business in relation to this vacancy
Complaint Investigator employer: RG Setsquare
Contact Detail:
RG Setsquare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Investigator
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Complaint Handling Code. Understanding its nuances will not only help you in the role but also demonstrate your commitment and knowledge during any discussions with us.
✨Tip Number 2
Highlight your experience in resolving complaints, especially in housing or public sector settings. Be ready to share specific examples of how you've successfully managed difficult situations, as this will resonate well with our team.
✨Tip Number 3
Showcase your organisational skills by discussing how you manage multiple cases effectively. We value candidates who can handle a busy workload while maintaining attention to detail, so be prepared to discuss your strategies.
✨Tip Number 4
Prepare to discuss your proficiency with CRM systems and complaint-tracking software. If you have experience with tools like Genesys, make sure to mention it, as this technical knowledge is crucial for the role.
We think you need these skills to ace Complaint Investigator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaint Investigator. Familiarise yourself with the Housing Ombudsman Complaint Handling Code, as this knowledge is crucial for the role.
Tailor Your CV: Highlight your relevant experience in resolving complaints, particularly in housing or public sector settings. Emphasise your strong communication skills and any familiarity with CRM systems, as these are key requirements for the position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the complaint handling process and your ability to manage sensitive issues with empathy. Use specific examples from your past experiences to demonstrate your suitability for the role.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter. Ensure there are no spelling or grammatical errors, as attention to detail is essential for a Complaint Investigator.
How to prepare for a job interview at RG Setsquare
✨Know the Housing Ombudsman Code
Make sure you have a solid understanding of the Housing Ombudsman Complaint Handling Code. Be prepared to discuss how you've applied this knowledge in previous roles, as it’s crucial for the position.
✨Showcase Your Communication Skills
As a Complaint Investigator, strong written and verbal communication skills are essential. During the interview, demonstrate your ability to articulate your thoughts clearly and listen actively to questions.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experience where you successfully resolved complaints, especially in sensitive situations.
✨Highlight Organisational Skills
Discuss how you manage multiple cases and meet deadlines effectively. Provide examples of how you keep accurate records and use CRM systems to track complaints, as this will show your organisational capabilities.
