The role of a Complaints Handler in social housing involves managing and resolving complaints efficiently and effectively.  Key responsibilities include:

• Providing excellent customer service and adhering to service standards to meet diverse resident needs.
• Investigating and resolving stage 1 complaints, as well as responding to inquiries from MPs, councillors, or executives.
• Collating detailed information to respond to requests from the Housing Ombudsman Service.
• Ensuring timely, empathetic, and friendly responses to individual resident needs.
• Collaborating with the Customer Experience Manager to ensure continuous improvement of processes.
• Acting as the first point of contact for complainants and ensuring all issues are dealt with sensitively and fairly.
• Maintaining consistent and clear communication with tenants throughout the complaints process.
• Identifying trends and recurring issues to support service improvements.
• Delivering end-to-end case management of complaints that escalate beyond the informal stage.
• Building relationships with internal stakeholders to gather information and identify root causes.
• Producing high-quality outcome letters and reports for tenants, outlining actions taken.
• Demonstrating resilience, organization, and professionalism in all forms of communication.

Immediate Start

5 Days in Office