Complaints Handler

Housing Complaints Handler Temporary Contract – 2 months plus

Location:

Liverpool Salary: £16.47ph plus holiday pay We are seeking an experienced and customer-focused Housing Complaints Handler to join our team on a temporary basis over the summer. You will play a crucial role in managing and resolving complaints from tenants and residents, ensuring a fair, timely, and consistent approach in line with company policies and regulatory requirements. This position is essential for maintaining customer satisfaction, improving service delivery, and ensuring compliance with housing standards.

Day-to-day of the role:
Manage a caseload of housing-related complaints from initial receipt through to resolution. Investigate complaints thoroughly, liaising with internal departments, contractors, and external stakeholders as 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. Required Skills &

Qualifications:

Previous experience handling complaints within a housing, public sector, finance or customer service environment – particularly in 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 on a temporary basis for 2 months initially however with a potential to be extended.