Complaint Lead
Job in
Hilsea, Portsmouth, Hampshire County, PO5, England, UK
Listed on 2026-09-24
Listing for:
Reed
Contract
position Listed on 2026-09-24
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Client Relationship Management
Job Description & How to Apply Below
Complaints Lead (Stage
1) Pay Rate: £16.23 per hour PAYE / £20.51 Umbrella
Location:
Pitsea (Hybrid - 3 days in office, 2 days from home) Job Type: Temporary (3 Months Contract) We are seeking a dedicated Complaints Lead to manage and resolve resident complaints effectively, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. This role is pivotal in promoting a positive complaint-handling culture and maintaining robust relationships with residents. Day-to-day of the role:
Conduct thorough investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions. Collaborate closely with internal teams and external contractors to gather evidence and resolve complaints. Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and other regulatory requirements. Document all complaint-related interactions in the CRM system, maintaining transparency and accurate record-keeping.
Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes. Required Skills &
Qualifications:
Proven experience in a similar role within a contact centre or customer service environment. Preferred experience in social housing or a similar public sector service environment. Excellent communication skills, both verbal and written, across telephone and digital platforms. Strong organisational and time management skills, with the ability to meet SLAs. Proficiency in CRM systems, contact centre software (Genesys), and digital communication tools.
Demonstrable experience working in a complaint setting. In-depth knowledge of the Housing Ombudsman Complaint Handling Code. Customer-focused, with a passion for delivering excellent resident service and improving the resident experience. Adaptable and flexible, able to operate in a dynamic environment with competing priorities. Resilient and composed, especially when managing escalated or complex resident issues.
To apply for the Complaints Lead position, please submit your CV detailing your relevant experience.
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