Stage 1 & 2 Complaint Lead - Housing - #2196249

Peabody is looking for a customer-focused and resilient Complaint Lead to join our Complaints Team. This is an excellent opportunity for someone with experience handling customer complaints, ideally within housing, property, repairs, local government, or a regulated customer service environment.

You'll manage a caseload of Stage 1 complaints, investigating a wide range of housing-related issues and working closely with residents, contractors, and internal teams to deliver fair, timely, and customer-focused outcomes.

This role is ideal for someone who enjoys problem-solving, building relationships, and driving positive customer experiences while ensuring compliance with policies and service standards.

Peabody Housing Association

Locations: Ealing, Westminster Bridge or Luton

Hybrid Working: 2 days per week in the office following a 2-week training period

£17.85 p/h PAYE (London Base) £16.23 p/h PAYE (Luton Base)

Key Responsibilities

• Manage a varied caseload of Stage 1 resident complaints from receipt through to resolution.
• Conduct thorough investigations and produce clear, accurate, and professional complaint responses.
• Liaise with residents, contractors, and internal departments to gather information and drive resolutions.
• Ensure compliance with Peabody's Complaints Policy and the Housing Ombudsman Complaint Handling Code.
• Maintain accurate complaint records and case notes throughout the complaint lifecycle.
• Meet service level agreements, KPIs, and response deadlines.
• Identify opportunities for service improvement and share learning across the business.
• Deliver exceptional customer communication, keeping residents informed throughout the complaints process.

What We're Looking ForEssential Experience

• Previous experience managing customer complaints or escalations.
• Strong customer service background with the ability to handle challenging situations professionally.
• Excellent written communication skills, with the ability to draft detailed and customer-friendly responses.
• Strong organisational skills and the ability to manage competing priorities and deadlines.
• Experience investigating issues, analysing information, and making balanced decisions.
• Ability to work collaboratively across multiple teams and stakeholders.

Desirable Experience

• Experience within social housing, housing associations, property services, repairs, maintenance, local authority housing, or a regulated customer service environment.
• Understanding of housing complaints processes and customer resolution principles.

Personal Qualities

We're looking for someone who is:

• Empathetic and customer-focused.
• Resilient and calm under pressure.
• A strong analytical and lateral thinker.
• Highly organised with excellent attention to detail.
• Proactive in finding solutions and driving positive outcomes.
• Committed to delivering excellent service standards.

Performance Measures

Success in this role will be measured through:

• Delivering Stage 1 complaint responses within agreed deadlines.
• Achieving a Stage 1 resolution rate of 80% or above.
• Maintaining quality assurance standards and complaint handling compliance.
• Providing an excellent customer experience throughout the complaint journey.

Why Join Peabody?

At Peabody, you'll be part of an organisation dedicated to helping people flourish. You'll work in a supportive team environment where customer service excellence, collaboration, and continuous improvement are at the heart of everything we do.

Apply today and help us deliver positive outcomes for residents across our communities