Contract: Temporary (6–8 weeks)
Start Date: ASAP
Training Location (Week 1): Ealing, W5
Post-Training Location Options: Pitsea (SS13), Westminster Bridge Road (SE1), or Ealing (W5)
Hours: Full-time, 37.5 hours per week
We’re recruiting for a Complaint Investigator to join a busy complaints and contact centre team within a social housing organisation. This is an exciting short-term opportunity to support residents through fair, thorough and timely complaint resolution.
Following a one-week training period in Ealing, you will be based at one of three locations of your choice and play a vital role in ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code while improving the resident experience.
Key Duties and Responsibilities:
- Investigate and resolve complaints in line with SLAs and housing regulations.
- Engage with residents via phone, email and digital platforms with professionalism and empathy.
- Liaise with internal departments and external contractors to gather evidence and determine outcomes.
- Maintain accurate records using CRM and contact centre systems.
- Identify trends and feedback to management for continuous service improvement.
Skills & Experience:
Essential:
- Strong experience handling complaints, preferably in housing or the public sector.
- Excellent written and verbal communication skills.
- Proficient in CRM and contact centre systems (Genesys ideal).
- Working knowledge of the Housing Ombudsman Complaint Handling Code.
- Organised, customer-focused, and resilient under pressure.
- Experience working in a contact centre or social housing setting.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
