Complaints Handler

Confidential; Greater London; Sur place; GBP 20 000 - 33 000; Plein temps

Résumé du poste

Fortus Recruitment is assisting a leading organisation in Kingston to recruit an experienced Complaints Handler on a fixed term contract for up to 1 year. You will manage resident and customer complaints from receipt to resolution, ensuring timely, professional handling in line with procedures.

You will investigate, liaise with teams, maintain records, and provide regular updates. Strong communication, empathy and organisational skills are essential, with experience in social housing or property

Qualifications

• Experience handling complaints in social housing, property services, construction or 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.

Responsabilités

• 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.

Connaissances

Communication

Customer service

Org skills

Attention to detail

Empathy

Outils

Microsoft Office

Description du poste

Complaints Handler

Location: Kingston

Rate: Up to £33k

Contract: Fixed Term Contract- 1 Year

Start: Immediate

Fortus Recruitment provides specialist recruitment services, supplying quality candidates on a temporary or permanent basis to leading organisations throughout the construction, property services, and social housing sectors.

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.