Job Title - Housing Complaints Investigator
Location - Basildon 
Salary - £17.42 - £22.04
Contract Type - Contract
 
About the Role

Our client is seeking a detail oriented and empathetic Complaints Investigator to join their team. In this role, you will handle formal complaints from start to finish gathering facts, reviewing evidence, and making fair, evidence-based decisions. You’ll be instrumental in identifying service improvements and ensuring our customers feel heard and respected.
 
Key Responsibilities

• Receive, assess, and manage complaints in line with our policies and procedures.
• Conduct thorough and impartial investigations, including interviewing parties involved, reviewing documentation, and gathering evidence.
• Draft clear, accurate, and well-reasoned written responses, often involving complex and sensitive issues.
• Maintain detailed records of all casework and actions taken.
• Identify trends, root causes, and areas for service improvement, feeding insights back to internal stakeholders.
• Ensure all complaints are handled confidentially, efficiently, and with empathy.
• Work collaboratively with internal departments to resolve issues effectively.

About You

• Proven experience in complaints handling, investigations, or a related field.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple cases while working under pressure and to deadlines.
• A fair, balanced, and non-judgmental approach to conflict resolution.
• Familiarity with regulatory or legal frameworks relevant to the industry is a plus.

Why Work With Us?

• A supportive, inclusive team culture.
• Opportunities for training and professional development.
• [Mention any benefits: e.g., flexible working, pension scheme, wellness programs.]

How to Apply

Please submit your CV and a brief covering letter outlining your experience and interest in the role to (url removed)