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- Tasks: Lead complex housing complaints from investigation to resolution with empathy and accountability.
- Company: Join a diverse organisation committed to service excellence and fair complaint resolution.
- Benefits: Enjoy a competitive salary of £42,000 and a supportive work environment.
- Why this job: Make a real impact by driving service improvements and ensuring customer satisfaction.
- Qualifications: Experience in complaints handling and a passion for customer service are essential.
- Other info: This is a 12-month fixed-term contract based in Medway, Kent.
The predicted salary is between 33600 - 50400 £ per year.
We are seeking a highly experienced Senior Complaints Investigator to lead on complex and high-level housing complaints. This is an excellent opportunity for a confident and empathetic professional to ensure the fair resolution of complaints while driving service improvements across the organisation.
Key Responsibilities:
- Take ownership of escalated, complex, or high-risk complaint cases from investigation through to resolution.
- Draft thorough, high-quality written responses that demonstrate empathy, accountability, and a clear understanding of regulatory standards.
- Lead on preparing documentation and submissions for the Housing Ombudsman and other external bodies.
- Analyse complaint trends and contribute to strategic improvements across multiple service areas (e.g., Repairs, Tenancy, Income).
- Provide guidance and support to junior complaint handlers, promoting best practices in complaint resolution and compliance.
- Ensure all processes align with the Housing Ombudsman’s Complaint Handling Code and internal policies.
- Liaise effectively with internal teams and senior stakeholders to gather information and resolve service failures.
- Maintain detailed case records and contribute to performance reporting and root cause analysis.
If you’re an experienced complaints professional with a passion for customer service and service excellence, we want to hear from you - apply now!
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
Senior Complaints Investigator employer: Huntress
Contact Detail:
Huntress Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Investigator
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman's Complaint Handling Code. Understanding these guidelines will not only help you in your role but also demonstrate your commitment to compliance and best practices during interviews.
✨Tip Number 2
Network with professionals in the housing sector, especially those involved in complaints handling. Engaging with others in the field can provide insights into current challenges and trends, which you can discuss in your application or interview.
✨Tip Number 3
Prepare examples of complex complaint cases you've handled in the past. Be ready to discuss your approach, the resolution process, and how you ensured customer satisfaction, as this will showcase your experience and problem-solving skills.
✨Tip Number 4
Stay updated on housing regulations and policies that impact complaints handling. Being knowledgeable about recent changes will show your dedication to the role and your ability to adapt to evolving standards.
We think you need these skills to ace Senior Complaints Investigator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Senior Complaints Investigator. Familiarise yourself with the key tasks mentioned in the job description, such as handling complex complaints and preparing documentation for the Housing Ombudsman.
Tailor Your CV: Highlight your relevant experience in complaint handling and customer service in your CV. Use specific examples that demonstrate your ability to manage high-risk cases and your understanding of regulatory standards.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and accountability. Discuss your approach to resolving complaints and how you can contribute to service improvements. Make sure to align your values with those of the organisation.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your responses are clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Huntress
✨Showcase Your Empathy
As a Senior Complaints Investigator, demonstrating empathy is crucial. Prepare examples from your past experiences where you successfully resolved complaints by understanding the customer's perspective and addressing their concerns effectively.
✨Understand Regulatory Standards
Familiarise yourself with the Housing Ombudsman's Complaint Handling Code and other relevant regulations. Be ready to discuss how you have applied these standards in previous roles, as this will show your commitment to compliance and best practices.
✨Prepare for Complex Scenarios
Anticipate questions about handling complex or high-risk complaints. Think of specific cases you've managed, detailing your approach to investigation, resolution, and the outcomes achieved. This will highlight your problem-solving skills and experience.
✨Demonstrate Leadership Skills
Since the role involves guiding junior complaint handlers, be prepared to discuss your leadership style. Share examples of how you've mentored others, promoted best practices, and contributed to team success in previous positions.
