Complaints Investigator
other jobs REED Property & Construction
Added before 1 Days
- England,East of England,Essex,Basildon
- Full Time, Temporary
- £17.85 - £22.59 per hour, inc benefits
Job Description:
Complaints Investigator
We are recruiting on behalf of a client for a Complaints Investigator role. This position is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents. The successful candidate will ensure fair and timely resolutions of complaints in compliance with the 2024 Housing Ombudsman Complaint Handling Code.
*Contract: Temporary (3 months)
*Location: Basildon
*Job Type: Hybrid
*Rates: £17.85 PAYE / £22.59 Umbrella - Hourly
Day-to-day of the role:
*Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
*Work closely with internal teams and external contractors to gather evidence and resolve complaints.
*Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
*Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
*Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.
Required Skills & Qualifications:
*Proven experience in a similar role within a contact centre or customer service environment.
*Preferred experience in social housing or similar public sector service environment.
*Excellent communication skills, both verbal and written, across telephone and digital platforms.
*Organisational and time management skills, with the ability to deliver against SLAs.
*Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
*Demonstrable experience of working in a complaint setting.
*Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
Personal Attributes:
*Customer-focused: Passionate about delivering excellent resident service and improving the resident experience.
*Adaptable and flexible, able to operate in a dynamic environment with competing priorities.
*Resilient and composed, particularly when managing escalated or complex resident issues.
To apply for this Complaints Investigator position, please submit your CV or contact Holly Woodward @ reed
We are recruiting on behalf of a client for a Complaints Investigator role. This position is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents. The successful candidate will ensure fair and timely resolutions of complaints in compliance with the 2024 Housing Ombudsman Complaint Handling Code.
*Contract: Temporary (3 months)
*Location: Basildon
*Job Type: Hybrid
*Rates: £17.85 PAYE / £22.59 Umbrella - Hourly
Day-to-day of the role:
*Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
*Work closely with internal teams and external contractors to gather evidence and resolve complaints.
*Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
*Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
*Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.
Required Skills & Qualifications:
*Proven experience in a similar role within a contact centre or customer service environment.
*Preferred experience in social housing or similar public sector service environment.
*Excellent communication skills, both verbal and written, across telephone and digital platforms.
*Organisational and time management skills, with the ability to deliver against SLAs.
*Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
*Demonstrable experience of working in a complaint setting.
*Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
Personal Attributes:
*Customer-focused: Passionate about delivering excellent resident service and improving the resident experience.
*Adaptable and flexible, able to operate in a dynamic environment with competing priorities.
*Resilient and composed, particularly when managing escalated or complex resident issues.
To apply for this Complaints Investigator position, please submit your CV or contact Holly Woodward @ reed
Job number 3099973
Increase your exposure to recruiters with ProJobs
Thousands of recruiters are looking for you in the Job Master profile database, increase your exposure 4 times with a ProJob subscription
You can cancel your subscription at any time.
metapel
Company Details:
REED Property & Construction
Company size: 2,500–4,999 employees
Industry: Construction & Property
Reed Property & Construction is built on a foundation of senior professionals with decades of experience.We have unrivalled knowledge of the market, a...