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.