Complaints Handler

Broadland Housing Association; Dereham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A housing association based in the UK is seeking a Complaints Handler to join their team in Dereham. The role involves managing complaints efficiently, providing excellent customer service, and supporting the Complaints Manager in process improvement. Candidates should have experience in social housing and possess strong communication skills. This position offers a hybrid working model with extensive benefits, including generous annual leave and a contributory pension scheme.

Benefits

Enhanced annual leave

Generous contributory pension scheme

Employee Assistance Programme

Health Cash Plan

Utilities allowance

Qualifications

• Experience in a busy and fast-paced environment.
• Experience in administration and customer service skills.
• Understanding of dealing with complaints from the first stage.

Responsibilities

• Provide excellent customer service to complainants.
• Respond to and resolve stage 1 complaints within required timescale.
• Collate information for Housing Ombudsman Service requests.

Skills

Excellent communication skills

Strong knowledge in social housing sector

Organised and self-motivated

Customer service experience

Impartial active listening

Job description

We have an exciting opportunity for a Complaints Handler to join our team. This role plays a key part in ensuring that complaints are handled efficiently and effectively, managing the administrative process to help Broadland maintain compliance with complaint‑handling requirements.

Responsibilities

• To provide excellent customer service when interacting with complainants, adhering to our service standards and meeting the diverse needs of our residents.
• To provide feedback to the Complaints Manager to ensure continuous improvement of processes.
• Responding to, investigating and resolving stage 1 complaints, MP, Councillor or executive enquiries from start to finish within the required timescale; keeping the Complaints Manager informed at all times.
• To collate detailed information to respond to requests from the Housing Ombudsman Service.
• To ensure complaints are responded to and acknowledged in a timely, empathetic and friendly way, considering the needs of the individual residents.

The successful candidate will have a strong knowledge and experience within the social housing sector. Have experience working within a busy and fast‑paced environment, be organised and self‑motivated with excellent communication (both written and verbal) skills. The ideal candidate will have experience in administration and exceptional customer service skills. An understanding of dealing with complaints from the first stage and working within a complaints team would be beneficial. You will be a strong impartial active listener.

All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours, as detailed in this job description.

Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high‑quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England.

We are a Hybrid Homeworking employer and provide the team with the tools to work from home (approx. 60% home and 40% office split). As the role requires attendance at Broadland premises, candidates must live within a 75‑minute commute of their contracted office location (TBC).

Benefits

• Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
• Generous contributory pension scheme.
• Access to an Employee Assistance Programme to support you when you need it!
• Health Cash Plan claiming for things such as eye tests and prescriptions as well as many other wellness and money‑saving perks.
• Utilities allowance to support hybrid home workers.
• Lots of training opportunities.
• And many more – please see our benefits document available on our website!