Complaints Investigator
Permanent
£34,000 p/a + car allowance
Birmingham

Hamilton Woods Associates are currently recruiting for an experienced Complaints Investigator to join a Customer Experience Team within a leading housing organisation.

Duties and Responsibilities:

• Manage complex and high-risk Stage 1 and Stage 2 complaints
• Investigate complaints across housing management, repairs, ASB, tenancy and customer services
• Review case records, tenancy files, CRM information, contractor records and correspondence
• Identify service failures, recurring issues and areas for improvement
• Complete root cause analysis and make recommendations
• Prepare clear, detailed investigation reports and responses
• Work with internal teams to ensure learning and service improvements are implemented

Essential Requirements:

• Experience investigating complex complaints, casework or escalated customer issues
• Strong report writing and analytical skills
• Experience working within social housing, local government, customer services or another regulated sector
• Ability to analyse evidence and make objective recommendations
• Experience managing difficult conversations and challenging situations
• Strong understanding of policies, procedures and regulatory requirements
• Excellent attention to detail and organisational skills
• Strong communication and stakeholder management skills
• Ability to work independently and maintain objectivity

To be considered for this role, please contact Alice Wright - Senior Recruitment Consultant at Hamilton Woods or apply online with a covering note outlining your experience and suitability.

Due to the high level of applications, if you have not heard back from HWA within 7-10 days, please assume your application has been unsuccessful.