Complaint Lead

Are you passionate about delivering exceptional customer service and resolving issues efficiently? As a Complaint Lead, you’ll play a key role in ensuring that resident complaints are addressed swiftly, fairly, and in line with the Housing Ombudsman Complaints Handling Code. You’ll use your strong communication skills and experience to investigate, resolve, and manage complaints, making a real difference for our residents.

In this role, your resilience will shine as you stay calm and professional even in challenging situations. You’ll work closely with a range of internal stakeholders, from senior management to complaints officers, collaborating to find effective solutions. Your excellent time management skills will allow you to handle multiple complaints simultaneously, prioritising tasks to meet deadlines and drive successful outcomes. Your experience with complaint handling and your customer service skills will all be paramount in this role.

Your deep knowledge of the Housing Ombudsman Complaints Handling Code will ensure compliance and fair results, and your communication skills will be essential when engaging with residents and stakeholders, providing clear responses and documenting all complaints and resolutions.

If you’re committed to providing high-quality service and resolving complaints to the satisfaction of our residents, we’d love to hear from you!

This role requires a minimum of two days a week working at our Basildon office in Pitsea.

Here are just a few of the benefits for working at Peabody:

• Flexible and hybrid working

• 30 days’ annual holiday plus bank holidays

• Two additional paid volunteering days each year 

• Flexible benefits scheme, including options for healthcare, dental care, and more

• Up to 10% pension contribution

Are you ready to apply?

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Complaint Lead, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

If you have any questions about this role please email Talent Specialist, Tanisha at tanisha.johnson@peabody.org.uk

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.

Interviews will be taking place during the week commencing 14 April 2025

Vacancy details: