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- Tasks: Lead investigations into resident complaints and drive service improvements.
- Company: Join Peabody, a values-driven organisation committed to kindness and diversity.
- Benefits: Enjoy flexible benefits, paid volunteering days, and a strong pension contribution.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Experience in complaint resolution and exceptional communication skills required.
- Other info: Hybrid working with a supportive team environment and career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Pitsea, Essex – hybrid working availableAre you passionate about resolving issues and improving customer experiences? We’re looking for a Complaints Investigator who will play a key role in ensuring fair, timely, and effective resolution of resident complaints, in line with the 2024 Housing Ombudsman Complaint Handling Code. This role is essential in shaping a positive complaint-handling culture and building trust with our residents.
What you’ll be doing:
- Leading comprehensive investigations into resident complaints, analysing evidence and collaborating with internal teams and external contractors to find fair outcomes.
- Ensuring every complaint is handled in full compliance with regulatory requirements, including the Housing Ombudsman Complaint Handling Code.
- Keeping accurate and transparent records of all complaint activity using our CRM system and providing clear and transparent communication throughout.
What we’re looking for:
- Experience in complaint resolution within a contact centre or customer service setting.
- Experience in social housing or public sector services (desirable).
Skills and Knowledge:
- Exceptional communication skills across phone, email, and other digital channels.
- Strong organisational and time management abilities.
- Confident using CRM systems and contact centre tools (e.g., Genesys).
- Strong understanding of the Housing Ombudsman Complaint Handling Code.
This is a hybrid role working a minimum of 2 days a week at the Pitsea office.
What we offer:
- 30 days’ annual holiday, plus bank holidays
- Two additional paid volunteering days each year
- Flexible benefits scheme, including family friendly benefits and access to a discount portal
- 4 x salary life assurance
- Up to 10% pension contribution
Please Read Before Applying
If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.
Closing date : 2nd January 2026 at midnight.
PLEASE NOTE : Peabody does not provide sponsorship as a licensed UK employer.
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Complaint Investigator employer: Peabody
Contact Detail:
Peabody Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Investigator
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Peabody on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaint resolution. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise in your responses. Remember, this role is all about effective communication, so let your personality shine through while staying professional.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Peabody team.
We think you need these skills to ace Complaint Investigator
Some tips for your application 🫡
Craft Your CV Wisely: Make sure your CV highlights your experience in complaint resolution and customer service. Tailor it to showcase how your skills align with the role of a Complaint Investigator at Peabody.
Nail That Statement: In your short statement, be clear and concise about why you’re the perfect fit for this role. Use specific examples from your past experiences that demonstrate your understanding of the Housing Ombudsman Complaint Handling Code.
Show Off Your Communication Skills: Since exceptional communication is key for this role, make sure your application reflects this. Use a friendly yet professional tone, and ensure there are no typos or grammatical errors.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves, and you’ll find all the details you need right there!
How to prepare for a job interview at Peabody
✨Know Your Stuff
Make sure you’re familiar with the Housing Ombudsman Complaint Handling Code. Brush up on its key points and think about how they apply to real-life scenarios. This will show that you’re not just reading from a script but genuinely understand the framework you'll be working within.
✨Showcase Your Communication Skills
Since exceptional communication is crucial for this role, prepare examples of how you've effectively resolved complaints in the past. Think about times when you’ve had to communicate complex information clearly, whether over the phone or via email. Practise articulating these experiences so you can convey them confidently.
✨Demonstrate Organisational Skills
Be ready to discuss how you manage your time and organise your workload, especially when dealing with multiple complaints. Consider sharing specific tools or methods you use to keep track of cases and ensure nothing falls through the cracks. This will highlight your ability to handle the demands of the role.
✨Prepare Insightful Questions
At the end of the interview, have a few thoughtful questions ready about Peabody’s approach to complaint resolution or their team dynamics. This shows your interest in the role and helps you gauge if the company culture aligns with your values. Plus, it gives you a chance to engage in a two-way conversation.