Complaints Handler

Complaints Handler

• Job Type: temp 3 month rolling contract
• 6x positions available
• Location: Pitsea – hybrid working after training
• Salary: £15.84 PAYE or £19.51 Umbrella

We are seeking a dedicated Complaints Handler to join a large housing association based within Pitsea to manage a caseload of resident complaints relating to various housing issues. This role involves liaising with complainants and contractors to deliver effective, customer-focused outcomes. You will ensure compliance with our Complaints Policy and the Housing Ombudsman Complaint Handling Code.

Day-to-day of the role:

1. Deliver the stage one complaints service as outlined in our policy and procedures, ensuring adherence to the complaint handling code.
2. Actively participate in the Complaint Team, taking responsibility for service delivery and identifying areas for service improvement.
3. Work collaboratively with colleagues and contractors to ensure effective customer-focused outcomes.
4. Provide accurate and timely responses to complaints following comprehensive investigations.
5. Maintain accurate and regularly updated complaint records.
6. Meet all KPIs and Service Level Agreements.
7. Ensure excellent and timely communication with customers at all times.

Required Skills & Qualifications:

1. Proven experience in handling customer complaints within a housing or local authority environment.
2. Excellent communication skills, both written and oral.
3. Ability to organise time effectively and meet deadlines.
4. Analytical and lateral thinking capabilities.
5. Empathetic approach, focused on delivering excellent service to customers.
6. Tenacity, resilience, and focus, especially in challenging situations.

To apply for the Complaints Handler position, please submit your CV or reach out to me directly at