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 Do
In this role, you will lead comprehensive investigations into resident complaints, analysing evidence and working closely with internal teams and external contractors to reach fair outcomes. You will ensure every complaint is managed in line with the Housing Ombudsman Complaint Handling Code, maintaining accurate records within our CRM system and providing clear, transparent communication throughout. By identifying patterns and feeding back insights to colleagues, you’ll play a key part in resolving recurring issues and driving improvements in the way we deliver services.

What You’ll Need
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.
• Confidence 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.

Why Join Us?
When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer:

• 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

Please read before applying:
If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.

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

Interviews for this vacancy will take place at the Pitsea office on the 9th October 2025.

We reserve the right to close this advert early if we receive a high volume of suitable applications.

You must be eligible to work in the UK to apply for this vacancy. Peabody are not able to offer Visa sponsorship.

Attached documents:

• Role Profile - Executive Enquiries Advisor.pdf - Role Profile