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Complaints HandlerOA 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 HandlerBenefits:
- 23 days holiday + UK bank holidays
- Life assurance
- Private health care for you and dependents
- Employee assistance programme, including GP line, cashback for treatments, advice line
- Season ticket loan
- Rental deposit loan
- Annual leave purchase scheme
Complaints HandlerKey Responsibilities:
- Manage and resolve disputes through early resolution, default, or written decisions, ensuring KPIs and deadlines are met.
- Advise Members and Tenants via phone and email, liaising with landlords, agents, and tenants.
- Respond to dispute enquiries within set KPIs and Scheme Rules.
- Engage with parties to seek resolution, including initial contact by phone.
- Assess evidence, approve cases, and log disputes accurately and promptly.
- Oversee dispute evidence collection and fee processing within required timelines.
- Maintain records, update logs, and provide data as needed.
- Assist with staff training, including inductions and overview sessions.
- Support report preparation for government and internal use.
- Help with communication, membership enquiries, and general department support.
- Suggest process improvements and assist with analysis and projects.
Complaints HandlerSkills and Experience:
- Experience in the private rented sector, lettings, or financial services is desirable.
- Background in complaints or claims handling within property, legal, or customer service.
- Proficient in Microsoft Office (Word, Excel, PowerPoint).
- High attention to detail and quality standards.
- Strong teamwork and relationship-building skills.
- Ability to learn new systems and processes quickly.
- Proactive problem-solving mindset.
- Strong planning, organisation, and time management skills.
If you’re interested in the position, please apply online with your CV.
BARNPERM
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Thank you for your interest in this vacancy, which is being advertised by OA Group, who are acting as an employment agency / business. Your application will be considered in competition with others and we will contact you within 3 working days.
