Complaints Handler OA are recruiting for a Complaints Handler to join our client’s successful and growing team. The job holder is expected to act as first contact for complaints processes, identifying where cases can be easily resolved; taking steps to decline, resolve or initially accept cases, and move them through the complaints process, adhering to timelines and quality standards. Location: Borehamwood Hours: Full-time, 9am – 5:30pm, Monday to Friday. Hybrid working: 3 days in the office and 2 days from home after a successful 6-month probation period. Salary: Up to £26,000 – depending on experience Complaints Handler Benefits: 23 days holiday UK bank holidays Life assurance Private health care for you and dependents Employee assistance programme, including GP line, cashback for treatments, advice line Season ticket loan Rental deposit loan Annual leave purchase scheme Complaints Handler Key Responsibilities: Respond to complainants and members with initial advice on disputes, including whether to accept, resolve, or decline cases. Draft and respond to emails, letters, and calls from relevant parties. Manage incoming post and emails, ensuring timely processing and access for case assessors. Monitor case volumes and flag potential backlogs or resourcing issues. Check and process all case evidence accurately and in line with procedures. Allocate cases to assessors on time, escalating any delays as needed. Support assessors with casework tasks, such as responding to enquiries, preparing cases, and handling review requests. Maintain accurate records, logs, and manage email channels. Ensure timely franking of post and proper processing of payments. Provide general support to the Membership and Compliance teams as needed. Complaints Handler Skills and Experience: Strong English, maths, and communication skills (written and verbal) Excellent customer service and telephone manner High attention to detail and quality standards Good analytical, planning, and time management skills Team player with the ability to build strong working relationships Complaint handling experience in a customer service setting Proficient in Microsoft Office (Excel, Word, PowerPoint); quick to learn new systems Property sector experience, particularly private rentals, is helpful but not essential If you have strong customer service and complain resolution skills and are looking to join a company that supports and offers growth opportunities, please apply online with your CV. BARNPERM By applying to this job advertisement, you confirm you have read and understood our