Complaints Handler

Broadland Housing Association; South Norfolk; On-site; GBP 60,000 - 80,000; Full time

Job summary

A housing organization in South Norfolk is looking for a Complaints Handler to manage complaints effectively and provide excellent customer service. The role is crucial in ensuring timely responses to complaints while supporting the continuous improvement of processes. Candidates should have experience in social housing and strong communication skills. Benefits include enhanced leave, a pension scheme, and training opportunities.

Benefits

Enhanced annual leave

Generous contributory pension scheme

Employee Assistance Programme

Health Cash Plan

Utilities allowance

Training opportunities

Qualifications

• Knowledge and experience within the social housing sector.
• Experience in a busy and fast-paced environment.
• Background in administration and exceptional customer service.

Responsibilities

• Provide excellent customer service when interacting with complainants.
• Respond to, investigate and resolve stage 1 complaints.
• Collate detailed information to respond to requests from the Housing Ombudsman.

Skills

Customer service

Active listening

Organisational skills

Communication skills (written and verbal)

Job description

Role Overview

We have an exciting opportunity for a Complaints Handler to join our team. This role plays a key part in ensuring that complaints are handled efficiently and effectively, managing the administrative process to help Broadland maintain compliance with complaint-handling requirements.

Responsibilities

• Provide excellent customer service when interacting with complainants, adhering to our service standards and meeting the diverse needs of our residents.
• Provide feedback to the Complaints Manager to ensure continuous improvement of processes.
• Respond to, investigate and resolve stage 1 complaints, MP, Councillor or executive enquiries from start to finish within the required timescale; keep the Complaints Manager informed at all times.
• Collate detailed information to respond to requests from the Housing Ombudsman Service.
• Ensure complaints are responded to and acknowledged in a timely, empathetic and friendly way, considering the needs of the individual residents.

Candidate Profile

The successful candidate will have strong knowledge and experience within the social housing sector. Experience working in a busy and fast‑paced environment, organisational and self‑motivation skills, excellent communication (written and verbal) skills, and a background in administration and exceptional customer service are essential. Understanding of first‑stage complaint handling and experience working within a complaints team would be beneficial. You will be a strong impartial active listener.

Company Values

All team members and colleagues working for Broadland will always be expected to act in a manner consistent with our corporate values and behaviours, as detailed in the job description.

About Broadland Housing Association

Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk, believing that everyone deserves a home that meets their needs. We provide a caring, effective and high‑quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England.

Benefits

• Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
• Generous contributory pension scheme.
• Access to an Employee Assistance Programme to support you when you need it!
• Health Cash Plan – claiming for things such as eye tests and prescriptions as well as many other wellness and money‑saving perks.
• Utilities allowance to support hybrid home workers.
• Lots of training opportunities.
• And many more – please see our benefits document available on our website!