Complaint Investigators

If you're passionate about customer service and turning feedback into positive change, this could be the job for you!

We're looking for an experienced Complaints Investigators to join the team where you’ll be required to investigate and resolve resident complaints with empathy, professionalism and integrity.

About the Job

Working across the organisation, you'll collaborate with colleagues and contractors to resolve issues, support Housing Ombudsman investigations, identify trends and drive meaningful service improvements. You'll manage complex cases, including Stage One complaints and independent Stage Two reviews, ensuring every customer receives a fair outcome and a positive experience. You’ll also:

• Investigate and resolve resident complaints from start to finish.
• Manage complaint escalations and independent Stage Two reviews.
• Work with teams across the business to gather evidence and deliver solutions.
• Identify recurring issues and help improve services for residents.
• Assess service failures and recommend compensation where appropriate.

About you

You'll have experience handling complaints, ideally within social housing, customer service or the public sector, and be confident managing complex and sensitive cases. You'll also bring:

• Strong complaint investigation and resolution experience.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Excellent written and verbal communication and relationship-building skills.
• Strong organisational skills and the ability to manage competing priorities.
• A customer-focused approach with resilience and sound judgement.

About us

At Peabody, our values guide everything we do: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. You’ll be part of a supportive and inclusive organisation that is focused on making a real difference to the lives of our customers and communities.

What we offer

• 30 days’ annual leave, plus bank holidays
• Flexible benefits scheme, including family-friendly options and access to a discount portal
• Up to 10% pension contribution

Please read before applying:

Peabody does not offer sponsorship to work in the UK.

This role is hybrid working with 2 days a week in our Pitsea office (Tuesdays & Thursdays)

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

Our Assessment Process:

We’re committed to a fair, inclusive, and transparent recruitment process and if you meet the essential criteria, you’ll be invited to take part in an Assessment Centre on the 4th December at our Pitsea Office.

Final interviews will take place via Teams Thursday 10th or Friday 11th December.

If you have any questions, please contact Olivia at Olivia.Manning@peabody.org.uk