Complaints Handler

Job Opportunity: Complaints HandlerLocation: Newcastle-upon-Tyne, Tyne and WearContract: TemporaryHours: Full-TimePay Rate: £13.50 per Hour

About the Role:We are seeking a dedicated and detail-oriented Complaints Handler to case manage and investigate customer complaints. In this role, you will prioritise and take accountability for resolution activities in line with the Ombudsman’s Code. You will be responsible for all customer contact throughout a Stage 1 complaint, ensuring accurate and high-quality record-keeping.

Key Responsibilities:

• Collaborate with customers and internal teams to resolve complaints, acting as the main point of contact through a variety of communication channels based on customer preference.
• Provide clear and detailed information to customers during initial contact, helping define the scope of the complaint and enabling the development of action plans and the identification of key business experts where required.
• Ensure adherence to critical service level agreements (SLAs) throughout the complaints process.
• Conduct thorough investigations and provide well-structured responses to Stage 1 complaints, using initiative and creativity to resolve issues independently or in collaboration with business experts.
• Support colleagues involved in complaint handling and maintain high-quality written and telephone communication with customers.
• Build and monitor action plans to ensure timely and effective resolution, taking responsibility for completing actions or escalating where necessary.

About You:To excel in this role, you should have:

• Proven experience in complaints management with excellent written and verbal communication skills.
• Strong knowledge of Housing Ombudsman Regulations and the ability to ensure compliance with these standards through effective complaint resolution and collaborative working.
• Confidence in engaging with customers and key stakeholders, including senior leaders, with the ability to influence and negotiate effectively.
• Strong problem-solving skills and a thorough understanding of organisational policies that underpin primary activities.

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