Complaints Handler

The Riverside Group; London; Hybrid; GBP 38,000; Full time

Job summary

Join a forward-thinking organization as a Complaints Handler, where you will manage service requests and complaints, ensuring effective resolutions. This role requires strong analytical and communication skills, with a focus on customer satisfaction. You will work in a hybrid environment, contributing to a not-for-profit housing association dedicated to community support and service improvement. With a commitment to diversity and inclusion, this position offers competitive pay, flexible working options, and opportunities for professional development. If you have a solutions-driven mindset and a passion for helping others, this role is perfect for you.

Benefits

Competitive pay & pension

28 days holiday plus bank holidays

Flexible working options

Investment in learning and development

Comprehensive benefits

Qualifications

• Experience in managing service requests and complaints effectively.
• Strong communication and analytical skills to resolve issues.

Responsibilities

• Manage caseload of service requests and complaints for resolution.
• Investigate complaints and coordinate with teams for service improvement.

Skills

Empathic approach to customer interactions

Analytical skills

Investigative skills

Planning and organizational skills

Communication skills

Dispute resolution skills

Active listening

Solutions-driven attitude

Stakeholder management

Calm under pressure

Team player

Results-oriented

Tools

Salesforce CRM

Microsoft Office

Job description

Riverside City Of London, England, United Kingdom

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Riverside City Of London, England, United Kingdom

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Job Description

Job Title: Complaints Handler

Contract Type: Permanent

Salary: £37,070 per annum

Working Hours: 35 hours per week

Working Pattern: Monday to Friday

Location: London / Hybrid

If you share our values and are excited about making a significant impact at Riverside, please attach a current CV and covering letter. Riverside recruits based on potential, not just skills and experience, so we encourage applications even if you don't meet all criteria.

The role of a Complaints Handler

Manage a caseload of service requests and complaints, ensuring effective early resolution in line with policies and targets using Salesforce CRM. Investigate complaints thoroughly, coordinate with teams to improve service, and ensure responses are timely and compliant with procedures.

About You

• Empathic approach to customer interactions
• Strong analytical and investigative skills
• Excellent planning and organizational skills
• Ability to work independently
• Excellent communication skills, focus on plain English
• Dispute resolution skills and active listening
• Solutions-driven attitude and innovative mindset
• Awareness of risks in complaints management
• Effective stakeholder management
• Ability to remain calm under pressure
• Team player with flexibility
• Results-oriented with experience in management information
• Proficiency in Microsoft Office

Desirable Skills

• Knowledge of Housing sector
• Understanding of Housing Ombudsman’s complaint handling code
• Experience in a complaints resolution team
• Experience in service improvement from feedback

About Riverside

Riverside is a leading UK not-for-profit housing association, managing 75,000+ homes, supporting communities for over 90 years, and planning to build 15,000 new affordable homes in the next decade.

Our Values and Benefits

• Competitive pay & pension
• 28 days holiday plus bank holidays
• Flexible working options
• Investment in learning and development
• Comprehensive benefits

Diversity and Inclusion

We value diversity and foster an inclusive workplace. This role is under our Ethnic Diversity guaranteed interview scheme for eligible candidates.

Application Notes

Apply early as roles may close before the deadline. Attach your CV and cover letter, and demonstrate how you meet the essential criteria.