Complaints Lead
Join to apply for the Complaints Lead role at The Construction Index Ltd.
* Salary: £17.00 - £19.50 per hour
* Type: Full Time
* Region: UK - South East
* Town/City: Walton-On-Thames, Surrey
* Posted: 14/11/2025
* Reference: 14112025_1763122150
Purpose
* Act as the primary contact for residents raising complaints or service concerns, ensuring a professional and empathetic approach at all times.
* Manage and resolve customer complaints promptly, maintaining clear and compassionate communication throughout the process.
* Monitor and improve customer satisfaction by identifying service gaps and implementing feedback-driven improvements.
* Maintain accurate records of all customer interactions, complaints, and resolutions using internal systems.
* Liaise with internal teams, contractors, and clients to investigate and resolve issues effectively, fostering positive working relationships.
* Coordinate and plan follow-ups, ensuring residents are kept informed of progress and outcomes.
* Identify recurring issues and contribute to service improvement initiatives that enhance both customer experience and operational efficiency.
* Prepare reports and summaries of complaint trends and customer satisfaction metrics for management review.
* Promote and deliver social value initiatives that benefit the community and align with client expectations.
* Support the development of a positive relationship with the client through consistent service quality, transparency, and collaboration.
Requirements
Social Housing Experience Needed.
Office based - Mon to Fri.
Temporary ongoing.
Location: Walton-On-Thames, Surrey.
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