Complaints Handler

Osborne Appointments; Borehamwood; Hybrid; GBP 23,000 - 28,000; Full time

Job description

Complaints Handler

OA are recruiting for a Complaints Handler to join our client's highly successful and growing team.

You will be responsible for successfully resolving deposit disputes between landlords, tenants, and agencies - from initial inquiries and dispute handling to early resolution or formal resolution through a written proposal or decision. You will also effectively manage a caseload of dispute cases.

Location: Borehamwood

Hours: Full-time, 9am - 5:30pm, Monday to Friday. Hybrid working: 2 days in the office and 3 days from home following successful training. Remote working also considered.

Salary: Up to £28,000 - depending on experience

Complaints Handler Benefits:

1. 23 days holiday + UK bank holidays
2. Life assurance
3. Private health care for you and dependents
4. Employee assistance programme, including GP line, cashback for treatments, advice line
5. Season ticket loan
6. Rental deposit loan
7. Annual leave purchase scheme

Complaints Handler Key Responsibilities:

1. Manage and resolve disputes through early resolution, default, or written decisions, ensuring KPIs and deadlines are met.
2. Advise Members and Tenants via phone and email, liaising with landlords, agents, and tenants.
3. Respond to dispute enquiries within set KPIs and Scheme Rules.
4. Engage with parties to seek resolution, including initial contact by phone.
5. Assess evidence, approve cases, and log disputes accurately and promptly.
6. Oversee dispute evidence collection and fee processing within required timelines.
7. Maintain records, update logs, and provide data as needed.
8. Assist with staff training, including inductions and overview sessions.
9. Support report preparation for government and internal use.
10. Help with communication, membership enquiries, and general department support.
11. Suggest process improvements and assist with analysis and projects.

Complaints Handler Skills and Experience:

1. Experience in the private rented sector, lettings, or financial services is desirable.
2. Background in complaints or claims handling within property, legal, or customer service.
3. Proficient in Microsoft Office (Word, Excel, PowerPoint).
4. High attention to detail and quality standards.
5. Strong teamwork and relationship-building skills.
6. Ability to learn new systems and processes quickly.
7. Proactive problem-solving mindset.
8. Strong planning, organisation, and time management skills.

If you're interested in the position, please apply online with your CV.