Complaints Investigator (Temporary)

Location: Wembley (Hybrid Working)
Start Date: Immediate
Rate: £23.81 per hour (PAYE) / £30.88 per hour (Umbrella)
Contract: Temporary

About the Role

We are working with a respected Housing Association based in Wembley to recruit an experienced Complaints Investigator on a temporary basis. This is an excellent opportunity for a skilled complaints professional to take ownership of complex cases and deliver high-quality, well-reasoned outcomes.

Key Responsibilities

• Investigate and manage Stage 2 complaints from receipt through to resolution
• Prepare detailed, clear, and high-quality formal responses on behalf of Corporate Directors
• Handle a diverse caseload including (but not limited to):
  
  • Housing management complaints
  • Repairs and maintenance issues
  • Homelessness cases
  • Public realm concerns
• Liaise confidently with senior stakeholders across the organisation
• Ensure investigations are thorough, evidence-based, and completed within deadlines
• Maintain professionalism, tact, and diplomacy when dealing with sensitive cases
• Demonstrate persistence and tenacity to see investigations through to completion

About You

We are looking for candidates who bring:

• Extensive complaints handling experience, ideally within housing or a related public sector environment
• Strong experience managing Stage 2 or escalated complaints investigations
• Proven ability to draft responses at a senior/executive level
• Excellent stakeholder management skills, including interaction with senior leadership
• Strong analytical and problem-solving abilities
• Exceptional written communication skills – clear, concise, and persuasive
• A professional, resilient approach with strong attention to detail

What’s on Offer

• Competitive hourly rate
• Hybrid working model (Wembley-based office with flexibility)
• Immediate start in a role where you can make a real impact

If you are a confident complaints professional with the experience and resilience to manage complex investigations, we would love to hear from you.