Complaints Investigator

Overview

Handle customer complaints, investigate, resolve, and improve service.

Key Responsibilities

• complaint tracking
• investigation
• reporting
• it systems
• customer liaison
• process improvement

Tasks

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. 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. -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. -Conduct thorough investigations and ensure prompt resolution of complaints, including formal responses and Member Enquiries. -Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting and analysis to identify trends and recommend improvements.

Requirements

• microsoft dynamics
• excel
• sharepoint
• problem solving
• complaint handling
• stakeholder management

What You Bring

-A proactive problem-solver with a customer-first mindset, strong relationship-building skills, and a passion for delivering exceptional customer service. -Proven experience in a complaints role. -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. -Highly organised, self-motivated, and able to manage priorities and deadlines. -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.

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Benefits

This is a hybrid position, with three days a week based in our Northampton office. -25 days holiday, and an additional day for every year's service (up to five years) -Workplace Pension - matching personal contributions up to 5% -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 -Study support package, helping you achieve your personal and professional development ambitions

About Sage Homes

-Partners with major housebuilders and councils to acquire new homes under section 106. -Delivers high-quality Shared Ownership and Affordable Rent properties. -Targets 30,000 homes by 2030. -Revenue of £227 million in 2022. -Typical projects include council-allocated rentals and Shared Ownership developments. -Has become England’s largest newly built affordable housing provider in just a few years.

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