Complaints Investigator

Large Housing Association requires a Complaints Investigator to analyse and resolve complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation.

You will be expected to provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.

Experience of responding to Stage 1 complaints is vital and experience of handling Stage 2 would be beneficial. Based in Hammersmith - hybrid working with Wednesday and Thursday in the office.

• You will demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
• You will acknowledge and resolve complaints by project managing high quality responses.
• You will take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
• Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
• Solve complex open and ongoing complaints.
• Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution.
• Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
• Ensure that all compensation payments are processed and issued to complainants in adherence with our service standards.
• Keep accurate notes on our in-house CRM system of all customer contact and details in relation to the complaint

PAYE rate £23.07 Umbrella rate £30.50