Investigation & Information Assistant - Complaints (Temp: London)

An excellent opportunity has arisen to join a reputable housing provider within a fast-paced Complaints and Resolution function. We are seeking a motivated and detail-oriented Investigation and Information Assistant to support the effective handling of Member enquiries, complaints, and housing-related information requests.

This role sits at the centre of resident accountability and service assurance. You will play a critical role in ensuring enquiries from elected representatives are handled accurately, professionally, and within agreed timescales, while also supporting the wider complaints service to achieve early and effective resolution for residents.

Salary: £18.50 - £19.90 (PAYE per hour)
Location: Greater London
Working Pattern: Full time – minimum 4 days per week office-based
Contract Type: Full-time 
Sector: Housing 

Key Responsibilities:

• Respond to enquiries from elected members in a clear, concise, and professional manner.
• Gather and collate information from internal teams, systems, and external partners to produce accurate and timely responses.
• Draft high-quality written correspondence that is well-structured, audience-appropriate, and evidence-based.
• Maintain accurate records of enquiries and actions taken, ensuring compliance with organisational policies and procedures.
• Update internal case management systems with clear, auditable notes.
• Build and maintain effective working relationships with officers, managers, contractors, and residents.
• Support the complaints service to promote early resolution of resident complaints and Ombudsman-related enquiries.
• Assist with monitoring closed cases and reporting weekly enquiry volumes and outcomes.
• Provide day-to-day support to managers within the complaints and resolution function as required.

We are looking for someone who demonstrates:

• A positive, proactive approach with a strong sense of ownership and accountability.
• Excellent written and verbal communication skills, with strong attention to detail.
• The ability to write clearly and confidently for different audiences, including senior stakeholders.
• Strong organisational and time management skills, with the ability to manage multiple enquiries simultaneously.
• Confidence using IT systems, including Microsoft Word, Excel, Outlook, and case management systems.
• Experience supporting residents to resolve complaints or disputes, ideally within housing or a regulated environment.
• An understanding of working with diverse communities and adapting communication styles accordingly.
• The confidence to ask the right questions to support timely and effective resolution.
• A commitment to learning, development, and continuous improvement.

Previous experience within housing, local government, or the public sector is desirable but not essential.

Development and Support:

This is an entry-level opportunity into complaints, investigations, and information governance within housing services. You will be supported with training and development to build skills across the full remit of the team’s responsibilities, with clear opportunities for progression over time.

What’s on Offer:

• A supportive and collaborative working environment
• Exposure to a broad range of housing and complaints functions
• Structured training and ongoing professional development
• The opportunity to build a long-term career within housing services

The position requires strong communication skills, confidence working with a range of stakeholders, and the ability to manage competing deadlines in a pressurised environment. Training will be provided; however, candidates must be proactive, organised, and comfortable taking ownership of their workload from an early stage.

Apply now for the Investigation and Information Assistant role