Complaints Investigation Assistant

A reputable housing provider is seeking an Complaints Investigation Assistant to join its busy Complaints & Resolution team. This is an excellent opportunity for someone with experience in housing complaints, customer service, resident engagement or dispute resolution who enjoys working in a fast-paced, deadline-driven environment.

Rate: 19.98 PAYE
Location: West London (Minimum 3/4 days per week in the office)
Contract: Full-Time | Interim

You'll play a key role in supporting the delivery of a high-quality enquiries and complaints service, helping to ensure residents receive timely resolutions while providing accurate responses to enquiries from senior stakeholders. This varied role requires excellent communication skills, strong attention to detail and the ability to manage multiple priorities.
Training and ongoing development will be provided, making this an excellent opportunity for someone looking to build a career within housing complaints and resident services.

Key Responsibilities

• Respond to enquiries promptly, professionally and within agreed service standards.
• Investigate housing-related enquiries by gathering information from internal departments, contractors and housing systems.
• Draft clear, accurate and professional written responses tailored to different audiences.
• Support the Complaints & Resolution team in achieving service standards and performance targets.
• Assist with the early resolution of resident complaints and housing-related enquiries.
• Maintain accurate case records and update internal case management systems.
• Liaise with residents, contractors and internal stakeholders to progress cases and obtain relevant information.
• Support managers with case monitoring, reporting and day-to-day administration.
• Produce performance reports and monitor enquiry volumes.
• Contribute to continuous service improvements and enhance the customer experience.

To be successful, you will have:

• Experience working within housing, customer services, complaints, tenancy services or resident engagement.
• Experience resolving customer complaints or disputes, ideally within a housing association, local authority or public sector environment.
• Excellent written and verbal communication skills with strong attention to detail.
• The ability to manage a busy caseload while meeting deadlines.
• Strong organisational and time management skills.
• Good working knowledge of Microsoft Office, including Word, Excel and Outlook.

Desirable Experience

• Housing Association or Local Authority experience.
• Experience handling complaints within social housing.
• Knowledge of Housing Ombudsman complaints processes.
• Experience working with contractors and residents.

Why Apply?

This is a fantastic opportunity to join a reputable housing provider and become part of a supportive Complaints & Resolution team. You'll receive ongoing training, gain valuable experience within social housing and have the opportunity to make a positive impact by helping residents resolve housing-related issues efficiently and professionally.

Apply Now for a Complaints Investigation Assistant.