Job Description:

Hill & Hill Recruitment are seeking a Complaints Investigation Officer to work with one of our Housing Association clients based in London.

You will play a central role in managing, investigating, and resolving customer complaints in line with internal policies and regulatory standards. Acting as an impartial point of contact, you will manage your own caseload, work collaboratively with internal teams and external contractors, and ensure clear, professional communication throughout the resolution process.

Key Responsibilities:

• Investigate and resolve customer complaints efficiently and impartially in accordance with organisational procedures and relevant industry codes.
• Manage a varied caseload, maintaining accurate records, meeting strict deadlines, and providing regular progress updates.
• Collaborate across internal operational teams to agree on suitable remedies and ensure follow-up actions are completed.
• Identify trends and learning outcomes from feedback to support ongoing service improvements.
• Assist senior management with escalated queries, regulatory information requests, and compliance reporting.

Your Experience:

• Background in working within a high-volume, customer-facing environment.
• Demonstrated experience handling, investigating, or resolving customer complaints and feedback.
• Strong written and verbal communication skills with the ability to convey complex details clearly.
• Proven ability to analyse information, make evidence-based decisions, and prioritise workload under pressure.
• Good IT literacy and adaptability to internal management systems.
• Awareness of social housing sectors or relevant ombudsman codes is desirable.

Apply Today!

Hill & Hill Recruitment specialise in Technical Property Staff across the whole of the UK and have close to 10 years of experience in the sector. If you are looking for a new opportunity, apply today or get in contact with our team for a confidential discussion.