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- Tasks: Investigate and resolve housing complaints, drafting responses and liaising with residents.
- Company: Join a dynamic housing complaints team in London, committed to excellent service.
- Benefits: Enjoy a hybrid work model with three days remote and two days in the office.
- Why this job: Make a real impact by helping residents while developing your complaint-handling skills.
- Qualifications: Must have a housing-related degree and experience with Stage 1 and 2 complaint responses.
- Other info: Immediate start available; perfect for those ready to hit the ground running!
The predicted salary is between 36000 - 60000 £ per year.
Job Title: Complaints Investigator
Hours: 35 Hours Per Week
Type: Temporary ongoing
Location: London W6 (Hybrid – Mon, Tue, Fri WFH / Wed & Thu Office-Based)
Start Date: ASAP
We are seeking two experienced Complaint Officers to join a busy housing complaints team on a temporary basis. Applicants must hold a housing-related degree and have direct experience drafting both Stage 1 and Stage 2 complaint responses.
This is a hybrid role requiring three days working from home and two days in the office. The successful candidates will need to hit the ground running with minimal training and take full ownership of complaints from start to resolution, while maintaining excellent service standards.
Key Duties and Responsibilities:
- Investigate and resolve complaints in line with regulatory frameworks, service standards, and agreed deadlines.
- Draft high-quality written responses to Stage 1 and Stage 2 complaints.
- Liaise directly with residents via phone, email, and in person, delivering an empathetic and resolution-focused service.
- Maintain clear, concise records using the organisation’s CRM system.
- Own the case journey from acknowledgement to closure, keeping the resident informed throughout.
- Resolve complex, ongoing cases with a problem-solving mindset.
- Prepare detailed briefing papers for Stage 2 reviews and provide expert guidance to inform decision-making.
- Process compensation payments in line with policy.
- Contribute to continuous service improvement by learning from complaint themes.
Essential Skills & Experience:
- Housing degree (This is non-negotiable)
- Strong experience writing Stage 1 and 2 complaint responses within a housing environment.
- Sound understanding of complaint-handling legislation, best practice, and Housing Ombudsman requirements.
- Ability to manage a high-volume caseload while meeting deadlines.
- Excellent written communication skills with a focus on clarity, professionalism, and tone.
- Strong customer service skills and empathetic approach to residents.
- Experience using CRM/case management systems.
- Able to work independently with minimal supervision.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk #J-18808-Ljbffr
Complaints Investigator employer: Service Care Solutions Ltd
Contact Detail:
Service Care Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Familiarise yourself with the latest housing complaint-handling legislation and best practices. This knowledge will not only help you in interviews but also demonstrate your commitment to the role and understanding of the regulatory frameworks.
✨Tip Number 2
Prepare to discuss specific examples from your past experience where you've successfully resolved complaints. Highlight your problem-solving skills and how you maintained excellent service standards throughout the process.
✨Tip Number 3
Showcase your ability to manage a high-volume caseload by discussing your time management strategies. Be ready to explain how you prioritise tasks and ensure deadlines are met without compromising on quality.
✨Tip Number 4
Demonstrate your empathy and customer service skills during any interactions with us. Practice active listening and be prepared to discuss how you would handle difficult conversations with residents to ensure they feel heard and valued.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your housing-related degree and relevant experience in drafting Stage 1 and Stage 2 complaint responses. Use specific examples that demonstrate your skills in complaint handling and customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of complaint-handling legislation and your ability to manage a high-volume caseload. Emphasise your empathetic approach and problem-solving mindset, which are crucial for this role.
Showcase Written Communication Skills: Since excellent written communication is essential, ensure that your application documents are clear, professional, and free from errors. This will reflect your ability to draft high-quality responses to complaints.
Highlight Relevant Experience: In your application, specifically mention any previous roles where you have investigated and resolved complaints. Detail your familiarity with CRM systems and how you've contributed to service improvements in past positions.
How to prepare for a job interview at Service Care Solutions Ltd
✨Showcase Your Housing Knowledge
Make sure to highlight your housing-related degree and any relevant experience you have in the field. Be prepared to discuss specific legislation and best practices related to complaint handling, as this will demonstrate your expertise.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complex complaints. Think of examples from your past experiences where you successfully resolved issues, and be ready to explain your thought process.
✨Demonstrate Empathy and Communication Skills
Since the role involves direct interaction with residents, practice conveying empathy and professionalism in your responses. Use clear and concise language when discussing your approach to customer service and how you would handle difficult situations.
✨Familiarise Yourself with CRM Systems
As the job requires maintaining records using a CRM system, it’s beneficial to mention any experience you have with such tools. If you’re familiar with specific systems, be ready to discuss how you’ve used them to manage caseloads effectively.
