We’re currently recruiting for a Complaints Handler to join a leading housing organisation on a 3-month contract, with the potential for extension. This role is designed to lead, investigate, and resolve complaints in a fast-paced environment, working closely with customers, business leads, and external contractors to seek early resolution. The Complaints Handler will also play a proactive role in identifying and addressing root causes to reduce complaints at source.

This is a full-time, 3-month contract position, with the opportunity for professional development and career progression.

Key responsibilities for the Complaints Handler:

*Triaging, investigating, and resolving assigned complaints efficiently, working with customers and relevant business teams
*Monitoring personal performance against team Key Performance Indicators (KPIs) to ensure effective complaint resolution
*Producing monthly case studies on service failures across the business, working with managers to address service improvement areas
*Engaging with stakeholders across the organisation to negotiate practical solutions and drive service innovation
*Analysing and interpreting data from various sources and presenting it clearly to both internal and external audiences
*Communicating effectively with customers, both internal and external, through a variety of channels, including complex written reports
*Supporting the Quality and Customer Experience Manager in driving process changes to improve customer outcomes
*Taking a structured, consistent approach to problem-solving, ensuring quality, customer satisfaction, and efficiency
*Coaching and training colleagues in complaint management and data requirements

Requirements for the Complaints Handler Position:

*Excellent levels of numeracy and literacy
*Evidence of formal complaints or dispute resolution training (desirable)
*Negotiation skills training (desirable)
*Proven experience of dealing with high-volume, complex complaints
*Knowledge of the Housing Ombudsman’s complaint handling code (desirable)
*Ability to challenge senior colleagues to deliver required information and evidence
*Demonstrated experience in identifying root causes of complaints and prioritising key items for resolution
*Experience of drafting concise, clear response outcome letters that are easily understood
*Proven ability to use a range of communication and tracking channels to auditable standards

The Complaints Handler role is offering the following benefits:

*Location: Hybrid working options (1 day from home)
*Hours: 35 hours per week Monday to Friday
*Contract: 3-month contract with the potential for extension
*Start Date: ASAP
*Pay Rate: £27.00 per hour

To apply or find out more, please contact Ryan on or email