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Senior Complaints Investigating Officer

£15.00 - £20.00 per hour
Work from Home, Hybrid working

Job description

Morgan Hunt are currently working with a UK Housing Association in their search for a temporary Senior Complaints Investigation Officer to investigate, recommend action and respond to a range of complaints.

You will be responsible for contributing to the delivery of an effective service by assisting staff in the resolution of complaints, while acting as the primary point of contact regarding complaints from tenants (while ensuring the highest level of customer service).

You will investigate, recommend action, and respond to stage 2 complaints, as well as act as the Housing Ombudsman's primary point of contact and respond to all enquiries. You will collaborate with colleagues to identify complaints trends and risks, while constantly reviewing systems and processes (with the aim of improving service efficiency)

The successful post-holder will have previous experience of resolving/investigating complaints or complex customer service queries (ideally within the Housing or Charity Sector). You will have experience working in a front-line customer service position having successfully managing a wide range of complaints, using recognised formal processes, for a diverse customer base.

You will have excellent attention to detail and communication skills, alongside experience using a case management system (and ideally working knowledge of the Housing Ombudsman Complaint Handling Code).

Job Title: Senior Complaints Investigation Officer

Location: Stafford - Hybrid Working (1 Day In Office Per Week)

Hourly Rate: £15.60 (PAYE) or £19.90 (Umbrella)

Job Type: Temporary (1-2 months, likely extension)

Hours: Full-Time (37 hours per week)

Key Responsibilities

  • Contribute to the delivery of effective service by assisting managers and staff in the resolution of complaints
  • To investigate, recommend action, and respond to stage 2 complaints (ensuring that customers receive the best service possible)
  • Collaborate with the Complaints Manager to provide complaints trends and to constantly review systems (with the aim of improving service efficiency)
  • Identify potential/actual complaints risks and liaise with appropriate personnel both within and outside the organisation
  • To liaise with stakeholders on a weekly basis and report on the level of customer complaint resolutions
  • Serve as a point of contact for complaints from tenants, while ensuring customer satisfaction and strong communications
  • Serve as the Housing Ombudsman's primary point of contact and respond to all enquiries under the supervision of the Complaints Manager

Person Specification

  • Experience of resolving/investigating complaints or complex customer service queries
  • Significant experience and knowledge of working in a frontline customer-facing role or similar environment.
  • Experience of case management systems
  • Strong Attention to detail with excellent administrative skills and fast and accurate keyboard skills
  • Knowledge and experience of Housing Ombudsman regulatory requirements (desirable)
  • Experience of working in the Public/Housing/Charity sector

Please contact to find out more information regarding this fantastic opportunity for a Senior Complaints Investigation Officer.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.

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