Complaints Investigator
£25–£29 per hour (Umbrella) | Ongoing Temporary Role
Location: London (Hybrid Working Available)
Agency: Hyperion Partners
Are you an experienced complaints professional with a passion for service improvement and fair outcomes? Hyperion Partners are working with a leading housing organisation to recruit a Complaints Investigator to join their growing customer experience team.
The Role
You’ll be responsible for managing and resolving complaints in a fair, timely and impartial manner, taking full ownership from start to closure. Working within a regulatory framework, you’ll deliver clear, high-quality responses, while identifying service failings and contributing to organisational learning.
Key Responsibilities
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Conduct thorough investigations into formal complaints, ensuring regulatory compliance
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Deliver written responses that are clear, balanced, and sensitive to resident needs
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Maintain regular communication with complainants, offering a compassionate and professional approach
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Collaborate with internal departments to gather evidence and resolve issues quickly
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Draft comprehensive briefings for senior staff in stage 2 and escalated cases
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Log case details on internal CRM and ensure accurate record keeping
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Support service improvements by feeding back themes and learning
What We’re Looking For
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Proven experience handling complaints within housing, local authority or a regulated sector
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Strong investigative, problem-solving and case management skills
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Excellent written and verbal communication
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Confidence to manage complex or high-risk cases sensitively
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Able to work independently and take ownership
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Knowledge of Housing Ombudsman complaint handling standards (desirable)
Additional Information
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This is an ongoing temporary assignment with strong potential for extension
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Hybrid working available – 2–3 days in office
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Pay: £25–£29 per hour (umbrella) depending on experience
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Immediate start preferred
To apply, contact the Hyperion team today with your up-to-date CV. Early applications are strongly encouraged.