Complaints Handler

Fortus Recruitment Group Limited; Glasgow; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Equal opportunities employer

Job summary

Fortus Recruitment Group Limited in Kingston is seeking an experienced Complaints Handler for a fixed-term contract of up to 12 months, starting immediately. You will manage resident and customer complaints from initial contact to resolution, ensuring timely and professional handling in line with procedures.

You'll investigate, liaise with internal teams, maintain records, and provide regular updates to customers while supporting the wider customer service team with admin tasks.

Qualifications

• Experience handling complaints within social housing or related sector.
• Strong communication and customer service skills.
• Experience dealing with customers in challenging situations.
• Excellent organisational and administration skills.
• Good IT skills and experience with Microsoft Office.

Responsibilities

• Managing complaints from initial receipt through to resolution.
• Investigating complaints and liaising with relevant teams to gather information.
• Responding to residents and customers professionally and within agreed timescales.
• Maintaining accurate records of complaints, actions and outcomes.
• Liaising with internal teams, contractors and other stakeholders to resolve issues.
• Identifying recurring issues and escalating where appropriate.
• Ensuring complaints are handled in line with relevant policies and procedures.
• Providing regular updates to customers throughout the complaints process.
• Supporting the wider customer service team with general administration when required.

Skills

Complaint handling

Customer service

Communication

Organisational skills

Tools

Microsoft Office

Job description

Complaints Handler

Location: Kingston

Rate: Up to £33k

Contract: Fixed Term Contract- 1 Year

Start: Immediate

We are currently working with a leading organisation who are looking to recruit an experienced Complaints Handler to join their team in Kingston on a fixed term contract for up to 1 year.

The Role

As a Complaints Handler, you will be responsible for managing resident and customer complaints from initial contact through to resolution, ensuring issues are dealt with promptly, professionally and in line with the organisation's procedures.

Key Responsibilities

• Managing complaints from initial receipt through to resolution.
• Investigating complaints and liaising with relevant teams to gather information.
• Responding to residents and customers professionally and within agreed timescales.
• Maintaining accurate records of complaints, actions and outcomes.
• Liaising with internal teams, contractors and other stakeholders to resolve issues.
• Identifying recurring issues and escalating where appropriate.
• Ensuring complaints are handled in line with relevant policies and procedures.
• Providing regular updates to customers throughout the complaints process.
• Supporting the wider customer service team with general administration when required.

What We're Looking For

• Previous experience handling complaints within social housing, property services, construction or a similar environment.
• Strong communication and customer service skills.
• Experience dealing with customers in challenging or sensitive situations.
• Excellent organisational and administration skills.
• Ability to manage a busy workload and prioritise effectively.
• Strong attention to detail and accurate record keeping.
• A professional, empathetic and solutions-focused approach.
• Good IT skills and experience using Microsoft Office.

Equal opportunities employer.