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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:
* Deliver the stage one complaints service as outlined in our policy and procedures, ensuring adherence to the complaint handling code.
* Actively participate in the Complaint Team, taking responsibility for service delivery and identifying areas for service improvement.
* Work collaboratively with colleagues and contractors to ensure effective customer-focused outcomes.
* Provide accurate and timely responses to complaints following comprehensive investigations.
* Maintain accurate and regularly updated complaint records.
* Meet all KPIs and Service Level Agreements.
* Ensure excellent and timely communication with customers at all times.
Required Skills & Qualifications:
* Proven experience in handling customer complaints within a housing or local authority environment
* Excellent communication skills, both written and oral.
* Ability to organise time effectively and meet deadlines.
* Analytical and lateral thinking capabilities.
* Empathetic approach, focused on delivering excellent service to customers.
* 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
