Complaints Investigation Officer

Complaints Investigation Officer 

We are looking for a Complaints Investigation Officer to join our team who ensure that all complaints are dealt with in a timely resident focused manner.   

As a Complaints Investigator you will be responsible for investigating complaints and liaising with teams across the business to resolve complaints in a fair and transparent manner.    

As a resident led organisation, we put residents at the heart of our service. To influence our customer care approach you will champion the customer experience and work in collaboration with colleagues across the organisation  

To help us build a better future for our Phoenix Community, you will be passionate about delivering effective complaints resolution throughout the customer journey and thrive on building relationships.    

We are looking for individuals who have experience of excellent Complaints Management, as well as great communication skills, self-motivation and have high level of attention to detail. You should be confident in responding to a variety of issues and have an outcome focussed approach.   

If you have a passion for customer service excellence and service delivery, then this may be the role for you.  

This role will close at 23:59 on Wednesday 28 May 2025.

Interviews and assessments will take place in person on Wednesday 11 June 2025. 

About Phoenix Community Housing  

Phoenix is a housing organisation with a difference. We’re led by our residents, with a tenant as our Chair and with residents as the largest group on our Board. Some housing associations talk about resident involvement. We live and breathe it every day.

We believe this is our core strength and it’s helped us achieve a wide range of accolades and awards. 

We’re based in south Lewisham, London, and are proud to be building new homes in our area. We’ve grown as a housing association, taking on the management of 1,500 more homes in late 2021 to bring our total number of homes to around 7,800.

Our new Corporate Plan will help us deliver on our vision of ‘together building a better future for our Phoenix Community’, supported by strategies to refresh our approach to resident involvement, customer service, sustainability and ensuring that all residents can enjoy good quality, safe and affordable homes.

Our big ambitions apply to our staff too. We are pleased to offer a generous benefits package, including our wellbeing programme, comprehensive learning and development and a culture of employee involvement.

If you think you’re the right person to help us make the next stage of our journey, then we’d love to hear from you. We strongly believe in a work-life balance so we’d be pleased to talk about part-time flexible working and job sharing options. 

Phoenix is committed to safeguarding and promoting the welfare of vulnerable groups, and we expect all staff and volunteers to share this commitment. 

 We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. 

Interviews and assessments for this role are due to take place in person on Monday 29 July 2024.