The role of a Complaints Handler in social housing involves managing and resolving complaints efficiently and effectively. Key responsibilities include:
Providing excellent customer service and adhering to service standards to meet diverse resident needs.
Investigating and resolving stage 1 complaints, as well as responding to inquiries from MPs, councillors, or executives.
Collating detailed information to respond to requests from the Housing Ombudsman Service.
Ensuring timely, empathetic, and friendly responses to individual resident needs.
Collaborating with the Customer Experience Manager to ensure continuous improvement of processes.
Acting as the first point of contact for complainants and ensuring all issues are dealt with sensitively and fairly.
Maintaining consistent and clear communication with tenants throughout the complaints process.
Identifying trends and recurring issues to support service improvements.
Delivering end-to-end case management of complaints that escalate beyond the informal stage.
Building relationships with internal stakeholders to gather information and identify root causes.
Producing high-quality outcome letters and reports for tenants, outlining actions taken.
Demonstrating resilience, organization, and professionalism in all forms of communication.Immediate Start
5 Days in Office
