Complaints Investigator

Complaints Investigator

Help shape better services through fair, effective complaint resolution

Location: Houghton Regis with occasional travel to our London office for quarterly meetings.
Interview Date: Thursday 19th November 2026.

Do you have a passion for delivering excellent customer service and resolving complex issues fairly and professionally? Are you someone who can investigate concerns thoroughly, build strong relationships and use feedback to improve services?

We're looking for a Complaints Investigator to join our team and play a key role in ensuring residents receive a positive and responsive complaints experience. You'll investigate complaints from residents, work closely with colleagues and contractors to gather evidence, and provide fair, balanced resolutions in line with the Housing Ombudsman Complaint Handling Code.

This is a rewarding and varied role where you'll help drive service improvements, learn from customer feedback and contribute to a positive complaint-handling culture across the organisation.

About the role

As a Complaints Investigator, you will:

• Investigate resident complaints thoroughly, gathering and analysing evidence to ensure fair and timely resolutions.
• Work collaboratively with internal teams and external contractors to resolve complaints and deliver positive outcomes for residents.
• Ensure all complaint handling activities comply with the Housing Ombudsman Complaint Handling Code and relevant regulatory requirements.
• Maintain accurate records within CRM systems, ensuring transparency and clear audit trails throughout the complaint journey.
• Identify recurring themes and provide insight to support service improvements and reduce future complaints.

About you

You'll be an experienced customer service or complaints professional who enjoys problem-solving, building relationships and delivering high-quality outcomes for customers. You'll have experience investigating complaints, excellent written and verbal communication skills, and the ability to manage competing priorities while meeting service standards. Knowledge of the Housing Ombudsman Complaint Handling Code and experience within social housing or a similar public service environment would be advantageous. Most importantly, you'll be committed to delivering a fair, resident-focused service and continuously improving the customer experience.

Important information

This role requires experience of complaint investigation and handling complex resident enquiries. The successful candidate will work within agreed service level agreements and maintain compliance with the Housing Ombudsman Complaint Handling Code.

Recruitment process

• An assessment day will take place on Thursday 19th November 2026 at our Houghton Regis office.
• Applicants should ensure they are available to attend on this date.
• Internal applicants should apply using their Peabody email address to support a consistent recruitment process.
• Colleagues who are at risk of redundancy should indicate this within their application, as priority consideration will apply.

If you're a customer-focused professional with experience handling complaints and a passion for improving services for residents, we'd love to hear from you.

Please submit an anonymised CV, answer the application question and include a short supporting statement explaining why you're the right fit for the role.

If you have any further questions about the vacancy, please contact Harry Lund, Talent Specialist, at harry.lund@peabody.org.uk.

Please note: Peabody is not a licensed UK Sponsor so will be unable to provide Visa sponsorship.