Complaints & Investigation Officer (Inside Ir35)

6 months ago

Coventry, United Kingdom Public Sector Resourcing Full time

**Complaints & Investigation Officer (Inside IR35)**

**Contract Term: 6 Months (Possibility of extension)**

**Contracting Authority: Homes England**

**Location: Hybrid & Coventry ( 2 or 3 days a week in office, the rest WFH)**

Homes England, the government’s housing and regeneration agency, plays a central role in tackling the housing challenges the country now faces. We have the appetite, influence, expertise, and resource to drive positive market change, and our mission is to ensure more homes are built in areas of greatest need, improve affordability and create a sustainable housing market.

Following the publication of the government’s Levelling Up White Paper, Homes England has also been tasked with a core role in spearheading regeneration, partnering with places to reduce economic disparity, empower local leaders and create equal opportunities across the country to ensure communities reach their full potential.

**As a Complaints & Investigation Officer**, **your main responsibilities would be**:

- Logging, investigating and writing responses made pursuant to the official Help to Buy complaints policy, and following the agreed complaints process and procedures.
- Homes England Employees are expected to be flexible in undertaking duties and responsibilities commensurate with the general character of the role and level of responsibility.
- Conduct case investigation activity engaging the relevant internal teams and external suppliers, ensuring responses are accurate and received in a timely manner.
- Ensure the customer receives the best level of service by providing timely updates throughout the investigation utilising the most appropriate channel of communication.
- Ensuring the complaint management system is updated appropriately and accurately with all relevant details/data to provide a full case history to support complaint responses and to enable accurate reporting.

**You’ll have relevant experience in**:

- Essential Experience: Working in a fast moving enquiry and complaint handling environment, dealing with customers in writing and over the phone. Knowledge of approaches and principles for customer engagement and response.
- Qualifications: Educated to at least degree level or have similar equivalent customer service experience. Qualification in communications or engagement would be preferable however not essential.
- Desirable experience would be in customer response role in investment, financial products or banks in a highly regulated and or related policy controlled environment.

**Should you require reasonable adjustments at any point during the recruitment process or if there is a more accessible way for us to communicate, please do let me know.**

**If you consider yourself to have a disability or if you are a veteran, and you meet the essential criteria for the role, PSR provides a ‘Guaranteed Interview’ scheme whereby you will have the opportunity to discuss this role and your suitability with a member of our PSR Sourcing team.**

***- Please be aware that this role can only be worked within the UK and not Overseas._

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