Housing Complaint Handler

We are looking for experienced complaint handlers with housing industry experience to join a welcoming team based in Manchester or London.

As a complaint handler you will be supporting customers though their housing complaints journey with empathy and clear communication. Each complaint case will be unique and require a detailed investigation to understand all the facts to find evidence-based resolutions that are fair to the customer and in line with regulatory requirements and the Housing Ombudsman complaint handling code.

This is a great opportunity to expand your housing complaints experience further with a fantastic organisation that is passionate about people.

What you’ll be doing:

• Taking ownership of a pipeline of customer complaints from start to resolution within business standard handling times.
• Communicating with customers to understand complaint points in detail, gather information and understand expectations.
• Discussing key complaint points and recommended outcomes with internal departments to reach realistic resolutions.
• Investigating all the facts impartially to ensure fair outcomes without bias.
• Writing clear final response letters to the customer addressing all complaint points.
• Maintaining a clear and compliant audit trail on all cases.

What we’d like to see from your application:

• Complaint handling experience within regulatory industries.
• Customer service including supporting vulnerable customers.
• Ability to prioritise and manage both quality and productivity targets.
• Computer literacy and excellent written and verbal communication.
• Housing complaints experience would be advantageous.

Location: Manchester or London. Hybrid with 3 days a week worked in office and 2 days from your permanent UK home address.

The rate on offer: £160 - £180 per day via umbrella.

Hours: 35 hours per week full time. Monday to Friday on shifts between 8am and 6pm.

Duration: Contract 6 months initially with opportunity to extend.

Training: 2 – 4 weeks

Please ensure your CV is up to date and is a clear representation of your work experience including dates of engagement in roles and stating your hometown on the CV so we can ensure to review your application for the appropriate location.

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.