Complaint Handler

Position: Housing Complaint Handler
Location: Stratford

Housing Complaint Handler (Fixed-Term Contract - 6 Months)
We are looking for experienced Complaint Handlers with housing industry experience to join a welcoming and supportive team based in London.
As a Housing Complaint Handler, you will support customers throughout their complaints journey with empathy, professionalism, and clear communication. Every case will be unique and require a thorough investigation to establish the facts and deliver evidence-based resolutions that are fair to customers and aligned with regulatory requirements and the Housing Ombudsman Complaint Handling Code.
This is an excellent opportunity to further develop your housing complaints experience with an organisation that is passionate about delivering excellent customer outcomes.
What You'll Be Doing
 
* Managing a caseload of customer complaints from initial receipt through to resolution within agreed service levels.
 
* Speaking with customers to fully understand complaint issues, gather relevant information, and manage expectations.
 
* Liaising with internal teams to discuss complaint points and agree fair and realistic resolutions.
 
* Conducting impartial investigations to ensure balanced and evidence-based outcomes.
 
* Producing clear, comprehensive final response letters addressing all complaint points.
 
* Maintaining accurate and compliant records of all complaint activity.
What We'd Like to See From Your Application
 
* Previous complaint handling experience within a regulated environment.
 
* Strong customer service experience, including supporting vulnerable customers.
 
* Excellent organisational skills with the ability to balance quality and productivity targets.
 
* Strong written and verbal communication skills and good computer literacy.
 
* Previous housing complaints experience is highly desirable.
(Hybrid Working)
 
* 3 days per week in the office
 
* 2 days per week working from your permanent UK home address
Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships