Complaints Investigator (FTC 18 months)

About the role

Role Summary

To investigate and resolve complaints raised by residents and other customers, ensuring fair and timely resolutions in compliance with TCH’s Complaints Policy and the Housing Ombudsman Complaint Handling Code. The role is critical in fostering a positive complaint-handling culture and maintaining strong relationships with residents and other customers.

To support the complaints handling process, by supporting colleagues to resolve complaints and meet performance targets with the aim of achieving high levels of customer satisfaction with all service areas.

The focus of this role will be on handling complaints escalated to Stage 2 of our complaints process, however some involvement with supporting the stage 1 process will also be required.

To assist with providing assurance that complaints handling, and other information and communication is compliant with all relevant legislation and regulation and with TCH policy and procedure and reflective of our values.

To support the organisation to work with residents and other customers, gathering and using feedback from complaints and understanding residents’ priorities to continuously improve services.

Salary:

£33,838

Hours of Work:

35

Contract:

18 months FTC

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

Rhiannon Mills, Senior Customer Services and Complaints Officer

What will you be doing?

Role Specific Responsibilities

•Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.

•Maintaining regular contact with residents and other customers by phone, email and sometimes in person.

•Work closely with all levels of the organisation and external contractors to gather evidence and resolve complaints.

•Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.

•Document all residents and other customer related interactions in the CRM system, ensuring transparency and prompt accurate record-keeping.

•Provide feedback to Leadership team members and colleagues across all levels of the organisation and other teams on recurring issues to drive service improvement and reduce complaint volumes.

•Create a positive complaint handling culture at TCH through customer and staff engagement.

•Help to identify training needs for colleagues involved in complaints handling.

•Assist the CF&IM to analyse information and identify key trends and root causes of service failures using resident feedback – including from satisfaction surveys and complaints.

•Support teams across the organisation to develop lessons learned from complaints and other customer feedback in order to deliver service improvements and high rates of satisfaction.

•Work respectfully and empathetically with a diverse range of residents and other customers, some of whom face challenging life situations and barriers to communication, to understand residents and other customers views and priorities. Use the range of feedback to develop improved services.

•Assist the CF&IM to work with managers and teams across the business to review and improve systems, standards and processes as required, empowering them to work in a resolution focused and empathetic way with continual regard for our residents and other customers views.

General

•To adhere to the equality, diversity and inclusion policy and to actively promote equality of opportunity wherever possible.

•Recognise, respect and promote the different roles and diversity of the individuals within the business.

•To actively contribute towards key performance indicators and professional standards.

•Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies or gaps in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

•To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

•To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.

•As is integral to this role take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.

•Attend and actively participate in training and other meetings and staff events as required.

•Be an effective member of your team, presenting a positive impression of your section and the business and reflecting the TCH values in your work and behaviours.

•Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately

•Maintain awareness of budget requirements and value for money while delivering your role.

•Consider and highlight any risk to the organisation or individuals whilst delivering your role.

•Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents and other customers
to understand their needs, views and priorities and tailor services accordingly.

•This role may involve visiting residents’ homes and any of TCHs’ offices from time to time.

•This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

About You

Education & Qualifications

•Educated to GCSE level (or equivalent) including Maths and English - Essential
•A relevant CIH qualification or willingness to work towards if required - Desirable
•A clean, full drivers licence and access to a car - Desirable

Key Skills & Competencies

•Proven experience in a similar role within a contact centre or customer service environment - Essential
•Experience in a social housing or similar public sector service environment - Desirable
•Experience of working collaboratively with a range of stakeholders to achieve positive outcomes for customers and the organisation - Essential
•Knowledge and understanding of legislation, regulation, policy and best practice - Desirable
•Experience of working with a diverse range of customers, using varied customer feedback to develop improved services - Desirable
•Demonstratable experience of using Microsoft Office - Essential

Behaviours

•Commitment to provide excellent customer service - Essential
•The ability to demonstrate a positive and empathetic approach with both colleagues and customers even when delivering difficult messages - Essential
•Experience of resolving complaints or negative customer feedback and identifying and addressing root causes of and systemic issues leading to customer dissatisfaction - Essential
•Good organisational and time management skills - Essential
•Excellent written and oral communication skills - Essential
•Ability to work unsupervised, plan and prioritise workload to meet deadlines and agreed targets - Essential
•The flexibility to adapt to changing workload demands and new organisational challenges - Desirable
•Negotiation and influencing skills - Essential
•Ability and confidence to learn new systems and guide colleagues in using those systems - Essential

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Sunday, 31 May 2026

Interview Date:

Wednesday, 10 June 2026