Complaints Handler

About the Role

We are seeking an experienced and customer-focused Housing Complaints Handler to join our clients team on a temp basis over the summer You will be responsible for managing and resolving complaints from tenants and residents, ensuring a fair, timely, and consistent approach in line with company policies and regulatory requirements.

This role plays a crucial part in maintaining customer satisfaction, improving service delivery, and ensuring compliance with housing standards.

Monday to Friday 9am-5pm

Key Responsibilities

\n
• Manage a caseload of housing-related complaints from initial receipt through to resolution
\n
• Investigate complaints thoroughly, liaising with internal departments, contractors, and external stakeholders where required
\n
• Provide clear, accurate, and empathetic responses to residents, both in writing and over the phone
\n
• Ensure responses are delivered within agreed service level agreements (SLAs) and regulatory timeframes
\n
• Maintain detailed and accurate case records on internal systems
\n
• Identify trends and recurring issues, providing feedback to management to support service improvements
\n
• Escalate complex or high-risk cases appropriately
\n
• Support responses to Stage 1 and Stage 2 complaints, and occasionally contribute to Ombudsman submissions
\n
• Ensure full compliance with housing policies, procedures, and relevant legislation
\n

Skills & Experience Required

\n
• Previous experience handling complaints within a housing, public sector, or customer service environment – any regulatory environment
\n
• Strong investigative and problem-solving skills
\n
• Excellent written and verbal communication skills with the ability to handle sensitive situations
\n
• Ability to manage a busy caseload and meet deadlines
\n
• Strong attention to detail and organisational skills
\n
• Experience working with case management systems or CRM databases
\n
• Good understanding of housing legislation and complaint handling frameworks (desirable)
\n

This role is Monday to Friday 9am-5pm. FTC of 3 months to cover holiday season.

£31,700pa – pro rata