Senior complaints handler social housing repairs

Up to £35,000 (subject to experience) + Benefits

At Gilmartins, we deliver repairs and maintenance services to thousands of residents on behalf of housing associations across London and the South East. We're looking for an experienced Complaints Handler who can take ownership of complaints from initial contact through to successful resolution, ensuring residents receive excellent customer service every step of the way.

This is not a call centre role. We're looking for someone who can investigate issues, coordinate solutions, communicate confidently with residents and clients, and drive improvements to prevent complaints from recurring.

• Managing complaints from initial receipt through to final resolution.
• Investigating service failures by liaising with planners, supervisors and operatives.
• Reviewing job histories, notes and timelines to establish root causes.
• Keeping residents, housing officers and clients informed throughout the process.
• Producing clear and professional written responses.
• Arranging corrective actions and ensuring vulnerable residents are prioritised appropriately.
• Monitoring deadlines and ensuring complaints are resolved within agreed servic...