Complaints Handler

• Location: Pitsea Basildon
• Job Type: Hybrid (initial 3 weeks full-time onsite for training)
• Hourly rate: £15.84 PAYE or £19.51 Umbrella
• Temporary for 4 to 6 months during restructure period (possible extension)

We are seeking a Complaints Handler to join a large Housing Association team based within Pitsea to manage a caseload of resident complaints across various housing issues. This role involves liaising with complainants and contractors to deliver effective, customer-focused outcomes, ensuring compliance with our Complaints Policy and the Housing Ombudsman Complaint Handling Code.

Day-to-day of the role:

• Deliver the stage one complaints service as outlined in our policy and procedures.
• Actively participate in the Complaint Team, taking responsibility for service delivery and identifying areas for improvement.
• Collaborate with colleagues and contractors to ensure effective resolution of complaints.
• Provide accurate and timely responses to complaints following comprehensive investigations.
• Maintain accurate and regularly updated complaint records.
• Meet all KPIs and Service Level Agreements.
• Ensure excellent and timely communication with customers at all times.

Required Skills & Qualifications:

• Proven experience in handling customer complaints, preferably within a housing environment.
• Strong customer service skills with a track record of delivering high-quality service.
• Excellent communication skills, both written and oral.
• Ability to organise time effectively and meet deadlines.
• Analytical and lateral thinking capabilities.
• Empathy, tenacity, resilience, and focus, particularly in challenging situations.

Please note successful applicants will be required to undertake a 3-week training programme which will take place at the office in Pitsea. You will be required to attend this on a full-time basis; Monday to Friday. After this a hybrid set up will be offered.

To apply for this Complaints Handler position, please submit your CV ASAP