Job: Complaints Handler – Social Housing
Location: Hybrid - Huntingdon, Cambridgeshire
Contract: Long term Temporary contract (full-time)
Salary: £14ph - £16ph PAYE (depending on experience)
Hours: Monday to Friday 8am – 5pm
About our client
We are representing a dedicated social housing provider committed to delivering high-quality homes and services to our tenants in Huntingdon and the surrounding area.
The Role
You will play a key role in our service by managing the end-to-end complaints handling process to ensure timely resolution, fairness and transparency. You’ll work closely with tenants & colleagues and drive service improvements and help us meet company standards.
Key Responsibilities:
Receive, log and acknowledge complaints from tenants in accordance with our procedure.
Investigate complaints impartially, gathering facts, reviewing relevant documents and engaging with all parties involved.
Communicate clearly with complainants and internal teams, providing regular updates and managing expectations.
Draft investigation reports, decision letters and recommendations for service improvements.
Monitor, analyse and report on complaints trends and outcomes; propose changes to processes and practices to improve tenant satisfaction.
Support the development and delivery of training and guidance for staff on complaint handling and service standards.
Person Specification – What We’re Looking For:
Previous experience in complaints handling, preferably within the social housing, public sector or regulated environment.
Excellent written and verbal communication skills; ability to present information clearly and sensitively.
Strong investigation skills: ability to analyse information objectively, identify root causes and propose solutions.
Customer-focused approach with empathy and resilience when handling difficult situations.
Ability to manage a varied workload, prioritise tasks, meet deadlines and work independently.
Confidence using IT systems (case-management tools, Microsoft Office, spreadsheets, reporting).
Knowledge of social housing issues, sector regulation and tenant rights is desirable.
Commitment to promoting equality, diversity and inclusion in all aspects of work.
How to apply –
Contact please email an up to date CV for the position of Complaints Handler