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
Vacancy posted 1 day ago
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