Step into a rewarding permanent role offering a supportive office environment, opportunities for progression, and the chance to play a key role in improving the experience of residents across Kingston. This Complaints Handler position gives you the opportunity to make a real impact by ensuring Stage 1 and Stage 2 complaints are managed efficiently, fairly, and in line with Housing Ombudsman standards.
The following information aims to provide potential candidates with a better understanding of the requirements for this role.
Youll be joining a dedicated and collaborative housing team in Kingston, known for its organised approach and commitment to delivering high standards of customer service. This is a great opportunity to grow your career within housing or local authority services while developing specialist knowledge in complaint resolution and tenant engagement.
In this position, you will:
* Managing and investigating Stage 1 & 2 complaints from tenants and residents
* Acting as the main point of contact for residents, keeping them informed throughout the complaints process
* Liaising with internal teams to gather information and resolve issues efficiently
* Maintaining accurate records and monitoring complaint trends within housing management systems
* Communicating with tenants via phone, email, and letters to provide updates and resolutions
* Supporting operational teams with administration and ensuring service improvements are implemented where needed
Id love to speak to anyone who has:
* Previous experience handling complaints or working in customer resolution within social housing (essential)
* Proven administrative and organisational experience in a fast-paced environment
* Strong communication skills and a customer-focused approach
* Confidence liaising with internal teams and tenants
* The ability to manage multiple complaints simultaneously and meet deadlines
* Proficiency in Microsoft Office packages and record-keeping systems xsngvjr
* A proactive and solution-focused attitude
This role is offering the following benefits:
* Permanent contract
* Full-time hours (Monday Friday)
* Office-based role in Kingston
* Supportive team environment with opportunities for development
Travel & location
This role is based in Kingston, with good transport links across London and surrounding areas, making it an ideal long-term opportunity for someone seeking a stable, permanent role within a well-connected location.
If this Complaints Handler role sounds like your next step, apply now or contact Olivia on