Complaints Handler

About the Role We are seeking an experienced and customer-focused Housing Complaints Handler to join our clients team on a temp basis over the summer You will be responsible for managing and resolving complaints from tenants and residents, ensuring a fair, timely, and consistent approach in line with company policies and regulatory requirements. This role plays a crucial part in maintaining customer satisfaction, improving service delivery, and ensuring compliance with housing standards. Monday to Friday 9am-5pm Key Responsibilities • Manage a caseload of housing-related complaints from initial receipt through to resolution • Investigate complaints thoroughly, liaising with internal departments, contractors, and external stakeholders where required • Provide clear, accurate, and empathetic responses to residents, both in writing and over the phone • Ensure responses are delivered within agreed service level agreements (SLAs) and regulatory timeframes • Maintain detailed and accurate case records on internal systems • Identify trends and recurring issues, providing feedback to management to support service improvements • Escalate complex or high-risk cases appropriately • Support responses to Stage 1 and Stage 2 complaints, and occasionally contribute to Ombudsman submissions • Ensure full compliance with housing policies, procedures, and relevant legislation Skills & Experience Required • Previous experience handling complaints within a housing, public sector, or customer service environment – any regulatory environment • Strong investigative and problem-solving skills • Excellent written and verbal communication skills with the ability to handle sensitive situations • Ability to manage a busy caseload and meet deadlines • Strong attention to detail and organisational skills • Experience working with case management systems or CRM databases • Good understanding of housing legislation and complaint handling frameworks (desirable) This role is Monday to Friday 9am-5pm. FTC of 3 months to cover holiday season. £31,700pa – pro rata