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- Tasks: Lead investigations into resident complaints and ensure fair resolutions.
- Company: Join Peabody, a trusted name in social housing with a focus on community.
- Benefits: Enjoy 30 days holiday, flexible benefits, and a strong pension contribution.
- Why this job: Make a real difference by improving customer experiences and building trust.
- Qualifications: Experience in complaint resolution and strong communication skills required.
- Other info: Hybrid role with opportunities for volunteering and career growth.
The predicted salary is between 36000 - 60000 £ per year.
Pitsea, Essex – hybrid working available
Are 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 licenced UK employer.
Locations
Complaint Investigator in Essex, Pitsea employer: Peabody
Contact Detail:
Peabody Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Investigator in Essex, Pitsea
✨Tip Number 1
Get to know the company inside out! Research Peabody's values and mission, especially their approach to complaint handling. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role requires exceptional communication across various channels, consider role-playing with a friend or using online resources to sharpen your responses to potential interview questions.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the complaints process. They might even share tips that could give you an edge during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to contribute to a positive complaint-handling culture.
We think you need these skills to ace Complaint Investigator in Essex, Pitsea
Some tips for your application 🫡
Craft a Compelling CV: 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 Complaints Investigator, especially your understanding of the Housing Ombudsman Complaint Handling Code.
Write a Personal Statement: In your short statement, be genuine and specific about why you’re the perfect fit for this role. Share examples of how you've successfully resolved complaints in the past and how you can contribute to building trust with residents.
Be Clear and Concise: When filling out your application, keep your language clear and to the point. Avoid jargon unless it’s relevant to the role, and make sure your communication reflects the exceptional skills we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role and our company culture.
How to prepare for a job interview at Peabody
✨Know the Housing Ombudsman Code
Make sure you’re familiar with the Housing Ombudsman Complaint Handling Code. Brush up on its key principles and how they apply to complaint resolution. This will show that you understand the regulatory framework and are ready to ensure compliance in your role.
✨Showcase Your Communication Skills
Prepare examples of how you've effectively communicated with customers in previous roles. Whether it’s through phone calls, emails, or digital channels, be ready to demonstrate your exceptional communication skills and how they’ve helped resolve complaints.
✨Highlight Your Organisational Skills
Think about times when you’ve successfully managed multiple complaints or tasks at once. Be prepared to discuss your time management strategies and how you keep accurate records, especially using CRM systems. This will illustrate your ability to handle the demands of the role.
✨Prepare for Scenario Questions
Anticipate scenario-based questions where you might need to resolve a hypothetical complaint. Practice structuring your responses to show your investigative process, collaboration with teams, and how you would ensure a fair outcome. This will help you stand out as a candidate who can think critically under pressure.
