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Salary: 35,916.24 per annum + excellent benefits including hybrid working
Contract: Fixed term until 31 March 2026
Location: Hemel Hempstead (Hybrid)
As a Housing Complaints Handler, you will play a key role in resolving customer concerns effectively and fairly. You'll ensure our customers receive clear communication, fair resolutions, and consistent service that aligns with the complaints policy and the Housing Ombudsman Complaints Code.
Key Responsibilities of a Housing Complaints Handler:
- Acknowledge and respond to customer complaints promptly and professionally.
- Provide clear, empathetic, and concise information to customers regarding the status and resolution of their complaints.
- Write high-quality complaint responses ensuring consistency with the complaints policy and the Housing Ombudsman standards.
- Maintain and update the complaints tracker to monitor progress, ensuring realistic and achievable resolution times.
- Work collaboratively with key business areas to identify lessons learned and drive service improvements.
- Monitor actions identified as part of complaint resolutions to ensure completion.
- Contribute to the delivery of the wider customers ambition and continuous improvement goals.
What we'd love to see from you:
- Proven experience in complaint handling within a housing, local authority, or customer service setting.
- Excellent written and verbal communication skills, with the ability to draft clear and empathetic responses.
- Strong stakeholder management skills - able to collaborate across departments and influence outcomes.
- Ability to analyse data, identify service improvements, and track outcomes effectively.
- Understanding of the Housing Ombudsman Complaints Code.
- Well-organised, proactive, and able to manage multiple cases simultaneously.
If you're a passionate and proactive Housing Complaints Handler looking to make a difference in social housing and customer experience, we'd love to hear from you.
Please apply or contact (url removed)
