Complaints Investigators

Job Description

We’re recruiting for a Complaints Investigator to join a large, well-established G15 housing association that manages tens of thousands of homes across London and the South East. The organisation is known for its strong social purpose, commitment to residents, and focus on improving services through learning and accountability.

This is an excellent opportunity for an experienced complaints professional to play a key role in delivering fair, timely, and resident-focused complaint resolutions within a regulated environment.

• Location: Hammersmith (Hybrid Working)
• Pay: £29.45 per hour – Umbrella
• Contract: Ongoing temporary-contract (3-months initially, ongoing thereafter)

As a Complaints Investigator, you’ll independently manage complaints from first stage through to more complex regulatory responses, ensuring residents feel heard, informed, and treated fairly throughout the process.

Key responsibilities include:

• Investigating complaints independently, using all available information to reach fair and timely outcomes
• Delivering excellent customer service through written correspondence, phone calls, and face-to-face interactions where required
• Managing complaints from stage one through to complex responses involving external regulators
• Keeping residents updated at every stage of the complaint journey
• Producing high-quality written responses and documentation for internal reviews and external bodies
• Processing compensation payments in line with service standards and policies
• Maintaining accurate and compliant records using the organisation’s CRM system
• Working collaboratively with internal teams to achieve coordinated, resident-focused outcomes
• Contributing to continuous improvement by sharing insights and supporting the development of best practice in complaints handling

We’re looking for someone who is calm under pressure, solutions-focused, and genuinely motivated by making things right for residents.

• Experience handling stage one complaints within a regulatory environment
• Proven ability to manage cases from initial contact through to resolution
• Strong problem-solving skills with a customer-focused mindset
• Excellent written and verbal communication skills, with strong attention to detail
• Confident, professional approach with the ability to remain calm and assertive in challenging situations

• Competitive rate of £29.45 per hour (umbrella)
• Hybrid working
  , offering flexibility while maintaining strong connections with colleagues and residents
• Opportunity to work within a respected G15 housing association with a clear social mission
• A role where your work directly contributes to improving resident experience and service standards