Complaint Lead

What's involved with this role

Triumph Consultants are looking for a Complaint Lead to investigate and resolve complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code. Contract is for 2 months in Essex.

Complaint Lead

Pay Rate

£16.23 per hour PAYE

Hours per week

35, Monday – Friday, 09:00 - 17:00

Contract length

2 Months

Location

Pitsea, Essex, SS13 3DU

Hybrid Working

Key requirements

Proven experience in a similar role within a contact centre or customer service environment.

Experience in a social housing or similar public sector service environment (preferred).

Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.

Demonstrable experience of working in a complaint setting.

Excellent knowledge of the Housing Ombudsman Complaint Handling Code.

Key responsibilities

Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.

Work closely with internal teams and external contractors to gather evidence and resolve complaints.

Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.

Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.

Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.

If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.

PH 000B 630B / 1

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

1

Job Ref

000B 630B / 1

Anticipated Length of Assignment

Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important

We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.