Are you passionate about delivering excellent customer service and resolving complex complaints fairly and effectively? Peabody is looking for an experienced Complaint Lead to join the team in Pitsea, playing a key role in ensuring residents receive a high-quality complaints service in line with the Housing Ombudsman Complaint Handling Code 2024.

This is an excellent opportunity for someone with a strong complaints background, ideally within social housing, customer services, or a public sector environment, who is committed to improving resident outcomes and driving service improvement.

Location: Pitsea

Rate: £16.23 per hour

Contract: 3 months initially

Hybrid: 3 days per week in the office - first few weeks must be able to attend the office more often for training purposes.

The Role

As a Complaint Lead, you will be responsible for investigating and resolving resident complaints, ensuring cases are managed professionally, transparently, and within agreed service standards. You will work closely with internal departments and external contractors to gather evidence, identify solutions, and deliver fair outcomes for residents.

You will also play an important role in promoting a positive complaint-handling culture and identifying trends that can help improve services and reduce future complaints.

Key Responsibilities

• Investigate resident complaints thoroughly, gathering and analysing all relevant information to reach fair and balanced resolutions.
• Liaise with internal teams and external contractors to obtain evidence and support complaint investigations.
• Ensure all complaint handling activities comply with the Housing Ombudsman Complaint Handling Code and relevant regulatory requirements.
• Maintain accurate and comprehensive records within the CRM system.
• Draft clear and professional written responses to residents.
• Identify recurring themes and provide feedback to management to support continuous service improvement.
• Manage complaints within agreed timescales and service level agreements (SLAs).
• Support the delivery of a resident-focused approach to complaint resolution.

About You

To be successful in this role, you will have:

• Proven experience handling complaints within a customer service, contact centre, housing, or public sector environment.
• Demonstrable experience investigating and resolving complex complaints.
• Strong understanding of the Housing Ombudsman Complaint Handling Code.
• Excellent verbal and written communication skills.
• Strong organisational and time management abilities, with the capacity to manage competing priorities.
• Experience using CRM systems and customer contact software (Genesys experience desirable).
• The ability to build positive relationships with residents, colleagues, and stakeholders.

Personal Attributes

• Customer-focused with a genuine commitment to delivering excellent resident experiences.
• Resilient and calm when managing challenging or escalated cases.
• Proactive and solutions-oriented.
• Adaptable and flexible in a fast-paced environment.
• Strong attention to detail and commitment to achieving positive outcomes.

What's in it for You?

• Competitive rate of £16.23 per hour
• Opportunity to work with one of the UK's leading housing providers
• Meaningful role making a direct impact on resident satisfaction
• Supportive team environment
• Valuable experience within the social housing sector

Interested?

Apply today with your updated CV to be considered for this exciting Complaint Lead opportunity based in Pitsea.