Complaint Investigator

Our Vacancy

Are you passionate about resolving issues and improving customer experiences? We’re looking for a Complaints Investigator who will play a key role in ensuring fair, timely, and effective resolution of resident complaints, in line with the 2024 Housing Ombudsman Complaint Handling Code. This role is essential in shaping a positive complaint-handling culture and building trust with our residents.

What you’ll be doing:

• Leading comprehensive investigations into resident complaints, analysing evidence and collaborating with internal teams and external contractors to find fair resolutions.
• Ensuring every complaint is handled in full compliance with regulatory requirements, including the Housing Ombudsman Complaint Handling Code.
• Keeping accurate and transparent records of all complaint activity using our CRM system.
• Providing insight and feedback to internal teams to help address recurring issues and improve service delivery.

What we’re looking for:
Experience:

• Experience in complaint resolution within a contact centre or customer service setting.
• Experience in social housing or public sector services (desirable).

Skills and Knowledge:

• Exceptional communication skills across phone, email, and other digital channels.
• Strong organisational and time management abilities.
• Confident using CRM systems and contact centre tools (e.g., Genesys).
• Strong understanding of the Housing Ombudsman Complaint Handling Code.

This is a hybrid role working a minimum of 2 days a week at the Pitsea office. 

Here are just a few of the benefits of working at Peabody: 

• 30 days’ annual holiday, plus bank holidays
• two additional paid volunteering days each year  
• flexible benefits scheme, including family friendly benefits and access to a discount portal  
• 4 x salary life assurance
• up to 10% pension contribution

Are you ready to apply? 

If you have any questions about this role, please email Talent Specialist, Tanisha at tanisha.johnson@peabody.org.uk

We may close this advert before the advertised closing date, depending on the number of applications received. 

Interviews for this vacancy will take place from the 5th - 7th August 2025

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.