Complaints Handler

About the Role We are seeking an experienced and customer-focused Housing Complaints Handler to join our clients team on a temp basis over the summer You will be responsible for managing and resolving complaints from tenants and residents, ensuring a fair, timely, and consistent approach in line with company policies and regulatory requirements. This role plays a crucial part in maintaining customer satisfaction, improving service delivery, and ensuring compliance with housing standards.

Monday to Friday 9am-5pm

Key Responsibilities Manage a caseload of housing-related complaints from initial receipt through to resolution Investigate complaints thoroughly, liaising with internal departments, contractors, and external stakeholders where required Provide clear, accurate, and empathetic responses to residents, both in writing and over the phone Ensure responses are delivered within agreed service level agreements (SLAs) and regulatory time frames Maintain detailed and accurate case records on internal systems Identify trends and recurring issues, providing feedback to management to support service improvements Escalate complex or high-risk cases appropriately Support responses to Stage 1 and Stage 2 complaints, and occasionally contribute to Ombudsman submissions Ensure full compliance with housing policies, procedures, and relevant legislation Skills & Experience Required Previous experience handling complaints within a housing, public sector, or customer service environment – any regulatory environment Strong investigative and problem-solving skills Excellent written and verbal communication skills with the ability to handle sensitive situations Ability to manage a busy caseload and meet deadlines Strong attention to detail and organisational skills Experience working with case management systems or CRM databases Good understanding of housing legislation and complaint handling frameworks (desirable) This role is Monday to Friday 9am-5pm.

FTC of 3 months to cover holiday season. £31,700pa – pro rata