We're looking for someone who can hit the ground running - an experienced Housing Complaints Handler with strong understanding of housing-related issues such as repairs, planned works, or estate management. Salary: £35,916.24 per annum excellent benefits including hybrid working Contract: Fixed term until 31 March 2026 Location: Hemel Hempstead (Hybrid) You will play a key role in resolving customer concerns effectively and fairly. You'll ensure our customers receive clear communication, fair resolutions, and consistent service that aligns with the policies and the Housing Ombudsman Complaints Code. Key Responsibilities: Acknowledge and respond to customer complaints promptly and professionally. Provide clear, empathetic, and concise information to customers regarding the status and resolution of their case. Write high-quality complaint responses ensuring consistency with the complaints policy and the Housing Ombudsman standards. Maintain and update the complaints tracker to monitor progress, ensuring realistic and achievable resolution times. Work collaboratively with key business areas to identify lessons learned and drive service improvements. Monitor actions identified as part of complaint resolutions to ensure completion. Contribute to the delivery of the wider customers ambition and continuous improvement goals. What we'd love to see from you: Proven experience in complaint handling within a housing, local authority, or customer service setting. Excellent written and verbal communication skills, with the ability to draft clear and empathetic responses. Strong stakeholder management skills - able to collaborate across departments and influence outcomes. Ability to analyse data, identify service improvements, and track outcomes effectively. Understanding of the Housing Ombudsman Complaints Code. Well-organised, proactive, and able to manage multiple cases simultaneously. Hemel Hempstead is highly commutable, offering easy access to the M1 and A41, as well as regular train services to London Euston in under 30 minutes. If you have held a similar previous positions within housing, are competent in handling complaints andyou'repassionate and proactive about making a difference to customer experience, we'd love to hear from you. Please apply or contact (url removed)