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Complaints Investigator

  • JOB TYPE: Permanent
  • REF: TR5780
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Our client is one of the largest housing providers in London and the south-east, with history stretching back over 50 years. The firm are now a leading developer, regenerator and manager of real estate and they provide an environment where their people can thrive and deliver on their career aspirations.

As Complaints Investigator, you will be responsible for investigating complaints, taking ownership of cases and ensuring timely resolution. Your commitment to resolving issues will contribute to restoring trust and satisfaction among our residents.

Complaints Investigator – Responsibilities:

  • Delivering exceptional customer service, meeting diverse customer needs through various channels.
  • Providing support to management in resolving escalated complaints, including drafting complex response letters.
  • Reviewing complaints and compensation, advising on appropriate actions.
  • Producing regular complaint reports for stage 2 and ombudsman cases.
  • Identifying and mitigating potential reputational risks, ensuring learning lessons are logged, monitored and prioritised by the business.
  • Serving as the subject matter expert on best practices for complaint handling and regulatory compliance.

Complaints Investigator – Candidate Profile:

  • Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints.
  • Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints.
  • Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards.
  • Exceptional communication and interpersonal skills to build rapport with customers.
  • Proven ability to collaborate effectively and be influential with cross-functional teams to ensure the best outcomes for our residents.

Complaints Investigator – Package:

  • Location: West London & Flexible Working
  • Salary: £34,000 to £37,000 per annum
  • Competitive annual leave allowance and flexible working options.
  • Generous pension scheme and life assurance coverage.
  • Enhanced maternity, paternity, and adoption pay.
  • Health cash plan, staff discounts, and cycle to work scheme.
  • Interest-free loans for season tickets, tenancy deposits, and training.

If you have significant experience within this field and have what it takes to excel in this demanding and exciting position, please get in touch with Tas Ravenscroft to discuss in more detail.

We wholeheartedly encourage applications from individuals of all backgrounds, irrespective of their race, gender, marital status, socioeconomic status, sexual orientation, disability, age, or any other characteristic.


Tas Ravenscroft
Senior Consultant

Office: 020 3587 7687
Direct Line: 020 3868 2606

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