Complaints Handler
- by Build Recruitment Limited
- Location Kingston upon Thames, UK
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Salary
£16.00 - £17.00 / hour
14 hours ago
Job Description:
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
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Job Type
Temporary, Full Time
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Work Authorisation
No
- Industry Sector Construction
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Years Experience
2+ years
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Career Level
Experienced (Non-Manager)
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Educational level
HND/HNC or equivalent