Complaints Investigator

Job Description

Complaints Investigator – London (Pitsea Essex or Westminster Bridge Road)

Pay: £17.42 per hour

We are currently recruiting 5 Complaints Investigators to join a busy and impactful team based in Pitsea or Westminster Bridge Road, London. This is a great opportunity for individuals with strong investigative and communication skills who are passionate about delivering fair outcomes and improving resident experiences.

Working Arrangement

Candidates will initially be office-based. Once fully trained and able to work independently, hybrid working will be available (2 days in the office, 3 days from home).

Role Overview

You will be responsible for investigating and resolving complaints raised by residents, ensuring each case is handled fairly, efficiently, and in line with the 2024 Housing Ombudsman Complaint Handling Code. This role plays a key part in promoting a positive complaint-handling culture and strengthening relationships with residents.

Key Responsibilities

• Conduct thorough investigations into resident complaints, gathering and analysing all relevant information
• Liaise with internal teams and external contractors to support effective complaint resolution
• Ensure all activities comply with the Housing Ombudsman Complaint Handling Code and regulatory standards
• Accurately record all interactions and case details within the CRM system
• Identify recurring issues and provide feedback to support service improvements and reduce complaint volumes

Success Measures

Timely and fair resolution of complaints in line with service level agreements

High levels of resident satisfaction and positive feedback

Full compliance with the Housing Ombudsman Complaint Handling Code

To find out more information please contact Lily at Lilye@4recruitmentservices.com

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.