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Triumph Consultants are looking for a Complaint Lead to investigate and resolve complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code. Contract is for 2 months in Essex.

Pay Rate: £16.23 per hour PAYE

Hybrid Working

Key requirements:

• Proven experience in a similar role within a contact centre or customer service environment.
• Experience in a social housing or similar public sector service environment (preferred).
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience of working in a complaint setting.
• Excellent knowledge of the Housing Ombudsman Complaint Handling Code.

Key responsibilities:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Job Ref: 000B 630B / 1

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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