Complaints Handler
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Complaints Handler
Ashington
Salary: £13,466.50 per annum
Hours: 18.5 per week, Monday, Friday and half day Wednesday
Contract: Temporary
Closing Date: 5PM Friday 5th June 2026.
Were looking for a passionate and customer-focused Complaints Handler to join our team. In this role, youll play a key part in ensuring our customers receive a high-quality, fair and efficient complaints service, supporting them through resolution with empathy and professionalism.
Youll be responsible for managing complaints from end to end, from initial acknowledgement through to investigation and response, helping us continuously improve the services we provide.
Role Benefits:
28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.
Working from home one day per week
Health cash plan membership so you can save money by claiming cash back over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. Well also cover the costs of including any dependent children in the scheme up to the age of 21 or 24 if in full time education that you may have.
Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
Generous pension scheme with life insurance of 3 x salary
About the Complaint Handler Role:
This role will involve:
Managing and coordinating customer complaints and compliments
Liaising with customers daily to keep them updated and supported throughout their complaint
Acknowledging and responding to complaints within strict timescales
Liasing with our repairs team to investigate issues
Supporting a range of service areas with complaints support and guidance
Working with internal teams to resolve issues quickly and effectively
Providing clear, accurate and timely written responses to customers
Maintaining accurate records and updating of systems
Identifying opportunities to improve services and the customer experience
Your Experience:
Were looking for someone who is empathetic, organised and thrives in a fast-paced, customer-focused environment.
Successful candidates will need:
Essential:
Complaint handling experience within a regulated environment
Excellent interpersonal skills both written and verbal
Ability to emphasise and build relationships with customers and staff
Strong organisational skills with the ability to manage deadlines
Experience working in a target-driven or task-based environment
Desirable:
Social Housing Experience
Experience of working independently while collaborating across
About us:
Were all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
Weve built Bernicia to be a business that people want to be a part of. Were one of the North Easts largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
We operate within a set of simple, but effective values, which blend perfectly to create our unique Bernicia Way culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.
Interviews will be taking place week commencing 22nd June 2026
We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications. xsngvjr
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The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.