Complaints Investigator

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

About the role:

We are looking for a hands-on, customer-focused professional to join our team as a Complaints Investigator. In this role, you'll be the main point of contact for feedback and complaints, working closely with the Complaints Manager to deliver a top-tier complaints service that exceeds customer expectations.

You will play a key role in the end-to-end complaints process, liaising with various teams, customers, and complaint owners to ensure issues are resolved efficiently and in line with service standards. The goal is to resolve complaints at the first stage whenever possible, keeping customers informed and ensuring all feedback is handled with care and urgency. Your role will include administrative tasks, investigation support, and reporting, while recommending improvements to enhance the customer experience.

This is a hybrid position, with three days a week based in our Northampton office.

Responsibilities include:

• Act as the primary point of contact for customers, addressing complaints and inquiries from various external bodies.
• Conduct thorough investigations and ensure prompt resolution of complaints, including formal responses and Member Enquiries.
• Manage inbound communication via phone, email, and letters, ensuring timely and professional responses to all stakeholders.
• Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting and analysis to identify trends and recommend improvements.
• Collaborate with internal teams to ensure timely responses, uphold service standards, and suggest process improvements.
• Foster positive relationships with customers, promote a ‘customer-first' culture, and provide guidance to colleagues on handling complaints.

About you

• Proven experience in a complaints role.
• Understanding of the Housing Ombudsman complaint handling code or similar and experience in resolving complex, multi-faceted complaints.
• Proficiency in using CRM and complaints systems, and ability to use IT systems (e.g., Microsoft Dynamics, Excel, PowerPoint, SharePoint, Teams) to manage data and track complaints.
• Excellent verbal and written communication skills with experience in negotiation and stakeholder management.
• Highly organised, self-motivated, and able to manage priorities and deadlines.
• A proactive problem-solver with a customer-first mindset, strong relationship-building skills, and a passion for delivering exceptional customer service.

Benefits:

To make sure our colleagues feel welcome and cared for, we provide a suite of excellent benefits, including:

• 25 days holiday, and an additional day for every year's service (up to five years)
• Annual discretionary bonus scheme
• A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
• Study support package, helping you achieve your personal and professional development ambitions
• Workplace Pension - matching personal contributions up to 5%