Complaints Investigator
Permanent
£34,000 p/a + car allowance
Birmingham
Hamilton Woods Associates are currently recruiting for an experienced Complaints Investigator to join a Customer Experience Team within a leading housing organisation.
Duties and Responsibilities:
- Manage complex and high-risk Stage 1 and Stage 2 complaints
- Investigate complaints across housing management, repairs, ASB, tenancy and customer services
- Review case records, tenancy files, CRM information, contractor records and correspondence
- Identify service failures, recurring issues and areas for improvement
- Complete root cause analysis and make recommendations
- Prepare clear, detailed investigation reports and responses
- Work with internal teams to ensure learning and service improvements are implemented
Essential Requirements:
- Experience investigating complex complaints, casework or escalated customer issues
- Strong report writing and analytical skills
- Experience working within social housing, local government, customer services or another regulated sector
- Ability to analyse evidence and make objective recommendations
- Experience managing difficult conversations and challenging situations
- Strong understanding of policies, procedures and regulatory requirements
- Excellent attention to detail and organisational skills
- Strong communication and stakeholder management skills
- Ability to work independently and maintain objectivity
To be considered for this role, please contact Alice Wright – Senior Recruitment Consultant at Hamilton Woods or apply online with a covering note outlining your experience and suitability.
Due to the high level of applications, if you have not heard back from HWA within 7-10 days, please assume your application has been unsuccessful.
