Complaints Investigator

We are looking for a hands-on, customer-focused professional to join our team as a Complaints Investigator. In this role, you'll be the main point of contact for feedback and complaints, working closely with the Complaints Manager to deliver a top-tier complaints service that exceeds customer expectations.

You will play a key role in the end-to-end complaints process, liaising with various teams, customers, and complaint owners to ensure issues are resolved efficiently and in line with service standards. The goal is to resolve complaints at the first stage whenever possible, keeping customers informed and ensuring all feedback is handled with care and urgency. Your role will include administrative tasks, investigation support, and reporting, while recommending improvements to enhance the customer experience.

• Conduct thorough investigations and ensure prompt resolution of complaints, including formal responses and Member Enquiries.
• Manage inbound communication via phone, email, and letters, ensuring timely and professional responses to all stakeholders.
• Foster positive relationships with customers, promote a ‘customer-first' culture, and provide guidance to colleagues on handling complaints.
• Collaborate with internal teams to ensure timely responses, uphold service standards, and suggest process improvements.
• Act as the primary point of contact for customers, addressing complaints and inquiries from various external bodies.
• Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting and analysis to identify trends and recommend improvements.

• A proactive problem-solver with a customer-first mindset, strong relationship-building skills, and a passion for delivering exceptional customer service.
• Highly organised, self-motivated, and able to manage priorities and deadlines.
• Understanding of the Housing Ombudsman complaint handling code or similar and experience in resolving complex, multi-faceted complaints.
• Excellent verbal and written communication skills with experience in negotiation and stakeholder management.
• Proficiency in using CRM and complaints systems, and ability to use IT systems (e.g., Microsoft Dynamics, Excel, PowerPoint, SharePoint, Teams) to manage data and track complaints.
• Proven experience in a complaints role.

This is a hybrid position, with three days a week based in our Northampton office.

• A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
• Annual discretionary bonus scheme
• Workplace Pension - matching personal contributions up to 5%
• 25 days holiday, and an additional day for every year's service (up to five years)
• Study support package, helping you achieve your personal and professional development ambitions