Description
A leading G15 housing association is seeking an experienced Complaints Investigator to join their customer experience and resolution team. This organisation is committed to delivering high-quality social housing services and putting residents at the heart of everything they do. You’ll be joining a progressive, customer-focused organisation that values fairness, accountability, and excellent service standards.
This is a fast-paced role suited to someone confident, independent, and ready to hit the ground running with minimal training.
About the Role
You will be responsible for managing and resolving Stage 1 written complaints, ensuring responses are thorough, fair, and aligned with regulatory standards. You’ll take full ownership of each case from start to closure - engaging with residents, gathering evidence, completing investigations, and drafting high-quality responses.
Rate: £22.27 per hour (PAYE) | £29.45 per hour (Umbrella)
Location: Hammersmith, Hybrid (2 days in office, 3 days from home)
Contract: Initial 3-month contract (with extensions based on performance)
Key Responsibilities
- Deliver exceptional customer service through written correspondence, calls, and face-to-face interactions when required.
- Take personal responsibility for providing a resolution-focused service, aiming to close complaints at Stage 1 wherever possible.
- Manage the full lifecycle of each complaint, ensuring the resident is kept informed throughout.
- Work within regulatory timescales, ensuring responses are timely, fair, and compliant.
- Investigate complex or ongoing cases, using all available information to reach a balanced conclusion.
- Project-manage and draft high-quality written responses that meet regulatory and organisational standards.
- Prepare clear and comprehensive case papers for Stage 2 review panels where escalation is necessary.
- Provide expert guidance on complaint details to support swift resolution.
- Ensure all compensation recommendations are processed correctly and promptly.
What We’re Looking For
- Essential: Experience handling Stage 1 written complaints within housing or a regulated environment.
- Strong investigative and analytical skills.
- Excellent written communication with the ability to produce clear, accurate, regulatory-standard responses.
- Confident managing complex cases independently with minimal supervision.
- Ability to work quickly, accurately, and meet strict deadlines.
- Customer-focused mindset with a fair and impartial approach.
- Resilient, organised, and capable of managing a busy caseload efficiently.
This Role Is Ideal For Someone Who…
- Can join immediately or within 1–2 weeks
- Is confident handling complaints from day one
- Is comfortable working autonomously
- Can balance regulatory compliance with empathy and customer service