Job Description
Complaints Handler - Resolve, Influence and Make an Impact!
Location: Hemel Hempstead (Hybrid), salary approx. £31,000
Are you a natural problem‑solver with a passion for fairness, communication and helping people reach positive outcomes? Do you thrive in a fast-paced environment where every day brings something different? If so, this could be the perfect next step in your career.
We’re looking for a proactive, curious and resilient Complaints Handler to join a high-performing team supporting multiple schemes. This is a role where you’ll think on your feet, confidently make decisions and directly influence how disputes are resolved.
In this position, your judgement matters. Your communication makes a difference. And your work ensures parties get fair, timely resolutions.
What You’ll Be Doing
No two days are ever the same and that’s what makes this role so rewarding. You will:
* Take the lead in reviewing and progressing deposit disputes across various schemes, all within set timelines
* Spot opportunities for early resolution, helping tenants, landlords and agents reach agreements without the need for formal adjudication
* Engage directly with both parties, mediating conversations and preparing settlement agreements when they reach common ground
* Process settlement payments with total accuracy, ensuring all details are correct
* Manage your own caseload independently, juggling multiple active cases and prioritising effectively
* Request and review information, guiding parties through next steps and ensuring all cases move through the process efficiently
* Maintain impeccable records, capturing clear notes and case histories
* Handle queries from internal colleagues and external customers
* Draft non-standard adjudication decisions and oversee accurate payments following those decisions
* Identify special circumstances, such as bankruptcy or court action and follow the correct processes
* Monitor 'on hold' cases, ensuring nothing falls through the cracks
* Stay on top of correspondence, responding to emails promptly and professionally
What You’ll Bring to the Team
To excel here, you’ll need to be someone who:
* Can confidently handle large volumes of digital information
* Is strong in data analysis and comfortable navigating MS Office, especially Excel
* Communicates brilliantly - both in writing and over the phone
* Has a calm, supportive approach when dealing with people in dispute
* Delivers excellent customer service
* Can apply legislation and Scheme Rules with accuracy and confidence
* Thrives when working toward daily targets and time-sensitive deadlines
Where You’ll Be Working
The team is based in Hemel Hempstead and you’ll enjoy a hybrid working model, giving you the flexibility to balance office collaboration with focused work from home.
If you’re looking for a role where your decisions matter, where you’ll help people navigate challenging situations and where every day keeps you thinking, this is your chance to join a team that truly values your contribution.