We're currently recruiting for a Complaints Handler to join a leading housing organisation on a 3-month contract, with the potential for extension. This role is designed to lead, investigate, and resolve complaints in a fast-paced environment, working closely with customers, business leads, and external contractors to seek early resolution. The Complaints Handler will also play a proactive role in identifying and addressing root causes to reduce complaints at source.
This is a full-time, 3-month contract position, with the opportunity for professional development and career progression.
Key responsibilities for the Complaints Handler:
1. Triaging, investigating, and resolving assigned complaints efficiently, working with customers and relevant business teams
2. Monitoring personal performance against team Key Performance Indicators (KPIs) to ensure effective complaint resolution
3. Producing monthly case studies on service failures across the business, working with managers to address service improvement areas
4. Engaging with stakeholders across the organisation to negotiate practical solutions and drive service innovation
5. Analysing and interpreting data from various sources and presenting it clearly to both internal and external audiences
6. Communicating effectively with customers, both internal and external, through a variety of channels, including complex written reports
7. Supporting the Quality and Customer Experience Manager in driving process changes to improve customer outcomes
8. Taking a structured, consistent approach to problem-solving, ensuring quality, customer satisfaction, and efficiency
9. Coaching and training colleagues in complaint management and data requirements
Requirements for the Complaints Handler Position:
10. Excellent levels of numeracy and literacy
11. Evidence of formal complaints or dispute resolution training (desirable)
12. Negotiation skills training (desirable)
13. Proven experience of dealing with high-volume, complex complaints
14. Knowledge of the Housing Ombudsman's complaint handling code (desirable)
15. Ability to challenge senior colleagues to deliver required information and evidence
16. Demonstrated experience in identifying root causes of complaints and prioritising key items for resolution
17. Experience of drafting concise, clear response outcome letters that are easily understood
18. Proven ability to use a range of communication and tracking channels to auditable standards
The Complaints Handler role is offering the following benefits:
19. Location: Hybrid working options (1 day from home)
20. Hours: 35 hours per week Monday to Friday
21. Contract: 3-month contract with the potential for extension
22. Start Date: ASAP
23. Pay Rate: £ per hour
To apply or find out more, please contact Ryan on 07488 866 709 or email