Description
Location: Hammersmith | Hybrid Working
Pay: £30.50 per hour via Umbrella
Contract: Ongoing Temporary Assignment
We’re currently working with one of the G15’s largest housing associations to recruit four experienced Complaints Investigators for an ongoing temporary assignment within their Customer Experience team.
This is a fantastic opportunity for candidates with proven housing complaints experience who are confident managing Stage One complaints from investigation through to written resolution, while delivering an excellent resident experience throughout.
The Role
You’ll be responsible for independently investigating complaints, reviewing all available information and delivering fair, balanced and timely outcomes. The role requires strong written communication skills, excellent attention to detail and the ability to manage sensitive situations professionally and confidently.
This is a fast-paced position suited to someone who can manage their own caseload effectively while maintaining a resident-focused approach at all times.
Key Responsibilities
- Investigate complaints independently and reach fair, evidence-based resolutions
- Manage Stage One complaints from initial contact through to written response
- Prepare high-quality written correspondence for residents, internal stakeholders and regulatory responses
- Keep residents informed throughout the complaints process via phone, email and written updates
- Process compensation payments in line with policy and service standards
- Maintain accurate case records using CRM systems
- Work collaboratively with operational teams to deliver joined-up resolutions
- Support service improvement by identifying trends and sharing feedback insights
Essential Experience
- Previous housing complaints experience is essential
- Experience investigating and responding to Stage One complaints in writing
- Ideally a minimum of 6 months’ complaints investigation experience
- Strong customer service and case management skills
- Excellent written and verbal communication abilities
- Ability to remain calm, professional and solutions-focused in challenging situations
- Confident managing cases independently through to resolution
Working Arrangements
This organisation offers a hybrid working model, however investigators are required to attend the office twice per week on Wednesdays and Thursdays.
The office is based in Hammersmith.
Apply Now
If you have housing complaints investigation experience and are looking for your next interim opportunity within a highly respected G15 organisation, we’d love to hear from you.