Complaints Handler

Personnel Link Employment Group Ltd; Harlow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local authority organization is seeking a Complaints Handler in Harlow to manage resident and service user complaints on a 6-month fixed-term contract. You will support residents by ensuring concerns are dealt with effectively and efficiently. The ideal candidate should have experience in complaints handling, demonstrate a high level of communication skills, and possess a proactive approach to problem-solving. This role offers weekday hours with a supportive working environment focused on community engagement.

Benefits

Supportive working environment

Structured weekday routine

Experience in local government services

Qualifications

• Experience in complaints handling or a similar role in customer service.
• Confident communication both written and spoken.
• Good organization and attention to detail.

Responsibilities

• Receive and log complaints in line with council processes.
• Communicate with residents and service users in a clear and supportive way.
• Draft responses and help resolve issues within agreed timeframes.

Skills

Complaints handling

Communication

Problem solving

IT literacy

Organization

Job description

Job Title: Complaints Handler Location: Harlow Contract: 6 month fixed term contract Pay: £14.48 per hour Hours: Monday to Friday 9 to 5 with a one hour unpaid lunch break

About the Role

We are recruiting on behalf of our client Harlow Council for a Complaints Handler on a 6 month fixed term contract. The role supports residents and service users by managing complaints in a fair and timely way. You will work closely with local teams and partner services to understand concerns and help resolve them. It suits someone who enjoys communication problem solving and building positive outcomes. People coming from customer service advisor roles or contact centre environments often do well in this work. Experience from call centre service desk or housing officer roles can also transfer well.

What You Will Do

• Receive and log complaints in line with council processes
• Review information and gather facts from internal teams
• Communicate with residents and service users in a clear and supportive way
• Draft responses and help resolve issues within agreed timeframes
• Work with managers to improve service based on feedback
• Keep accurate records and follow data and privacy rules

What We Are Looking For

• Experience in complaints handling or a similar role in customer service
• Confident communication both written and spoken
• Ability to stay calm and professional when dealing with challenging situations
• Good organization and attention to detail
• IT literacy including email and basic systems
• A positive approach to continuous improvement and public service

Who Might Suit This Role

This could suit someone who has worked in customer support, call handling, council services, housing associations, retail customer care or administration roles where communication is key. People who enjoy helping others and finding practical solutions often thrive here. Candidates looking to grow into case management or service improvement roles may find this a good pathway.

Why Join

You will be part of a community focused organisation with a forward thinking approach to public services. You will gain experience that can support your development in future roles across local government housing services and customer experience. The work is structured supportive and meaningful with a consistent weekday routine.

If you are interested please send your CV and we will be in touch.