Complaints Investigator

Complaints Investigator (Housing & Homelessness) * Rate of pay: £23.81 PAYE or £31.35 Umbrella per hour * Job Type: Full-time hours Monday to Friday * Location: Hybrid (3 days per week in office - Monday required) * Contract: Temporary until October 2026 with possible extension We are seeking an experienced Complaints Investigator to support with clearing a backlog of Stage 1 complaints relating to housing needs, homelessness, and temporary accommodation. This is a key role requiring a customer-focused professional with strong investigation skills and experience within a local authority or housing complaints environment. Day-to-day of the role: * Investigate Stage 1 complaints relating to housing needs, homelessness, and temporary accommodation * Work closely with Housing Needs teams to produce clear, well-written, and evidence-based responses * Take ownership of complex cases, ensuring timely and high-quality complaint resolution * Review complaint responses and identify areas for service improvement * Liaise with internal teams and stakeholders to gather information for investigations * Produce detailed reports with findings, recommendations, and corrective actions * Support responses to Ombudsman enquiries, including Housing Ombudsman cases * Provide guidance to colleagues on complaints handling and best practice * Manage multiple cases simultaneously while meeting strict deadlines * Contribute to improving complaint processes, policies, and service delivery Required Skills & Qualifications: * Experience investigating complaints within a housing, homelessness, or local authority setting (essential) * Strong understanding of homelessness legislation such as Housing Act 1996 Part VII, Homelessness Reduction Act 2018, or Localism Act 2011 * Experience handling Stage 1 complaints and producing formal written responses * Knowledge of Housing Ombudsman processes (desirable) * Excellent written and verbal communication skills with a customer-centric approach * Strong analytical and investigative skills with attention to detail * Ability to manage complex and sensitive cases with professionalism and empathy * Experience working with internal stakeholders to drive service improvements * Ability to manage workload effectively and meet deadlines in a fast-paced environment * Good IT skills, including MS Office (Excel, Word, Outlook); experience with case management systems is beneficial To apply for the Complaints Investigator position, please submit your CV detailing your relevant experience