Complaints Handler

Goodlord; Lincoln; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Development fund

Bi-weekly coaching

25 days holiday

Paid parental leave

Team culture

Job summary

Goodlord is a growing property tech company in Lincoln, offering a central complaints role with a hybrid schedule—two days in the Lincoln City Centre office and three days remote (or office if you prefer).

You’ll manage the complaints inbox, ensure timely acknowledgements, and handle cases in line with FCA and internal procedures. The role focuses on clear written responses, records, and cross-team collaboration to drive improvements.

Qualifications

• Proven experience in written complaint handling as your main responsibility.
• Strong written communication skills and the ability to write structured, well-reasoned responses.
• A solid understanding of regulated complaint requirements, timelines, and evidential standards.
• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the complainant.

Responsibilities

• Manage our complaints inbox and ensure acknowledgements and timelines are met.
• Handle complaints in line with FCA and internal procedures.
• Maintain accurate records, notes and documentation.
• Investigate cases thoroughly using internal systems and cross-team collaboration.
• Write high-quality final response letters addressing all aspects of a complaint.
• Spot patterns and work with teams to improve processes.

Skills

Written complaints

Written communication

Regulated timelines

Investigative reasoning

Job description

Based in our Lincoln City Centre office 2 days per week with the remaining 3 days working remotely (or office if you prefer!)

Our mission:

• Two in five people in the UK rent their homes. Our mission? To provide them with the best renting experience in the world

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution

• Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission!

The Opportunity

You’ll be part of our central complaints function, ensuring customers receive timely, fair and regulated complaint resolutions.

You’ll:

• Manage our complaints inbox and ensure acknowledgements and timelines are met

• Handle complaints in line with FCA and internal procedures

• Maintain accurate records, notes and documentation

• Investigate cases thoroughly using internal systems and cross-team collaboration

• Write high-quality final response letters addressing all aspects of a complaint

• Spot patterns and work with teams to improve processes

What we need from you

• Proven experience in written complaint handling as your main responsibility

• Strong written communication skills and the ability to write structured, well-reasoned responses

• A solid understanding of regulated complaint requirements, timelines, and evidential standards

• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the complainant

It would also be great if you have:

• Experience in an Insurance environment regulated by the FCA (e.g. home insurance, motor, general insurance, property insurance etc)

• Working knowledge of the Financial Ombudsman Service (FOS)

• Understanding of the residential lettings sector, specifically the process of tenant referencing

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites among Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

No agencies please - we have tried and trusted partners we would turn to should we require support.