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- Tasks: Support the handling of enquiries and complaints in a fast-paced housing environment.
- Company: Reputable housing provider focused on resident accountability and service assurance.
- Benefits: Competitive hourly wage, structured training, and opportunities for career progression.
- Why this job: Make a real difference in residents' lives while developing valuable skills.
- Qualifications: Strong communication skills and a proactive approach to problem-solving.
- Other info: Entry-level role with excellent support and development opportunities.
The predicted salary is between 13 - 16 £ per hour.
An excellent opportunity has arisen to join a reputable housing provider within a fast-paced Complaints and Resolution function. We are seeking a motivated and detail-oriented Investigation and Information Assistant to support the effective handling of Member enquiries, complaints, and housing-related information requests.
This role sits at the centre of resident accountability and service assurance. You will play a critical role in ensuring enquiries from elected representatives are handled accurately, professionally, and within agreed timescales, while also supporting the wider complaints service to achieve early and effective resolution for residents.
Salary: £18.50 - £19.90 (PAYE per hour)
Location: Greater London
Working Pattern: Full time – minimum 4 days per week office-based
Contract Type: Full-time
Sector: Housing
Key Responsibilities:
- Respond to enquiries from elected members in a clear, concise, and professional manner.
- Gather and collate information from internal teams, systems, and external partners to produce accurate and timely responses.
- Draft high-quality written correspondence that is well-structured, audience-appropriate, and evidence-based.
- Maintain accurate records of enquiries and actions taken, ensuring compliance with organisational policies and procedures.
- Update internal case management systems with clear, auditable notes.
- Build and maintain effective working relationships with officers, managers, contractors, and residents.
- Support the complaints service to promote early resolution of resident complaints and Ombudsman-related enquiries.
- Assist with monitoring closed cases and reporting weekly enquiry volumes and outcomes.
- Provide day-to-day support to managers within the complaints and resolution function as required.
We are looking for someone who demonstrates:
- A positive, proactive approach with a strong sense of ownership and accountability.
- Excellent written and verbal communication skills, with strong attention to detail.
- The ability to write clearly and confidently for different audiences, including senior stakeholders.
- Strong organisational and time management skills, with the ability to manage multiple enquiries simultaneously.
- Confidence using IT systems, including Microsoft Word, Excel, Outlook, and case management systems.
- Experience supporting residents to resolve complaints or disputes, ideally within housing or a regulated environment.
- An understanding of working with diverse communities and adapting communication styles accordingly.
- The confidence to ask the right questions to support timely and effective resolution.
- A commitment to learning, development, and continuous improvement.
Previous experience within housing, local government, or the public sector is desirable but not essential.
Development and Support:
This is an entry-level opportunity into complaints, investigations, and information governance within housing services. You will be supported with training and development to build skills across the full remit of the team’s responsibilities, with clear opportunities for progression over time.
What’s on Offer:
- A supportive and collaborative working environment
- Exposure to a broad range of housing and complaints functions
- Structured training and ongoing professional development
- The opportunity to build a long-term career within housing services
The position requires strong communication skills, confidence working with a range of stakeholders, and the ability to manage competing deadlines in a pressurised environment. Training will be provided; however, candidates must be proactive, organised, and comfortable taking ownership of their workload from an early stage.
Apply now for the Investigation and Information Assistant role.
Investigation & Information Assistant - Complaints (Temp: London) employer: Pertemps London
Contact Detail:
Pertemps London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Investigation & Information Assistant - Complaints (Temp: London)
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work in complaints and resolution. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to handling complaints and enquiries. We suggest role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills! Bring examples of how you've effectively communicated or resolved issues in the past. This will help you stand out as someone who can handle the demands of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Investigation & Information Assistant - Complaints (Temp: London)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Investigation & Information Assistant role. Highlight your relevant experience in handling enquiries and complaints, and show us how your skills align with what we're looking for.
Show Off Your Writing Skills: Since this role involves a lot of written communication, we want to see your best writing! Use clear, concise language in your application, and make sure it’s well-structured. This is your chance to demonstrate your attention to detail.
Be Professional and Personable: When drafting your application, strike a balance between professionalism and approachability. We’re looking for someone who can communicate effectively with various stakeholders, so let your personality shine through while keeping it professional.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the easiest way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Pertemps London
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of the Investigation & Information Assistant role. Familiarise yourself with how to handle enquiries and complaints effectively, as well as the importance of maintaining accurate records. This will show your potential employer that you're serious about the position.
✨Showcase Your Communication Skills
Since this role requires excellent written and verbal communication, prepare examples of how you've successfully communicated with different audiences in the past. Think about times when you had to draft clear correspondence or resolve disputes, and be ready to discuss these experiences during the interview.
✨Demonstrate Your Organisational Skills
Be prepared to talk about how you manage multiple tasks and deadlines. You might want to share specific strategies or tools you use to stay organised, especially in a fast-paced environment. This will highlight your ability to handle the demands of the role effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
