Complaints Handler

ARC (Norwich) Ltd; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dedicated social housing provider is seeking a Complaints Handler to manage the end-to-end complaints process. The role requires excellent communication skills and strong investigation abilities, ensuring timely resolution of tenant issues. The ideal candidate will have experience in complaints handling, preferably within a social housing or public sector context. This is a hybrid role based in Huntingdon. Apply with your CV to join a committed team.

Qualifications

• Previous experience in complaints handling, preferably in social housing or public sector.
• Excellent written and verbal communication skills.
• Strong investigation skills and the ability to analyse information objectively.

Responsibilities

• Manage the end-to-end complaints handling process.
• Investigate complaints impartially and gather relevant information.
• Communicate clearly with tenants and provide regular updates.

Skills

Complaint handling

Written communication

Verbal communication

Investigation skills

Customer-focused approach

IT systems proficiency

Knowledge of social housing

Tools

Microsoft Office

Case-management tools

Job description

Overview

Job: Complaints Handler – Social Housing

Location: Hybrid - Huntingdon, Cambridgeshire

Contract: Long term Temporary contract (full-time)

Salary: £14ph - £16ph PAYE (depending on experience)

Hours: Monday to Friday 8am – 5pm

About our client

We are representing a dedicated social housing provider committed to delivering high-quality homes and services to our tenants in Huntingdon and the surrounding area.

The Role

You will play a key role in our service by managing the end-to-end complaints handling process to ensure timely resolution, fairness and transparency. You’ll work closely with tenants & colleagues and drive service improvements and help us meet company standards.

Key Responsibilities

• Receive, log and acknowledge complaints from tenants in accordance with our procedure.
• Investigate complaints impartially, gathering facts, reviewing relevant documents and engaging with all parties involved.
• Communicate clearly with complainants and internal teams, providing regular updates and managing expectations.
• Draft investigation reports, decision letters and recommendations for service improvements.
• Monitor, analyse and report on complaints trends and outcomes; propose changes to processes and practices to improve tenant satisfaction.
• Support the development and delivery of training and guidance for staff on complaint handling and service standards.

Person Specification – What We’re Looking For

• Previous experience in complaints handling, preferably within the social housing, public sector or regulated environment.
• Excellent written and verbal communication skills; ability to present information clearly and sensitively.
• Strong investigation skills: ability to analyse information objectively, identify root causes and propose solutions.
• Customer-focused approach with empathy and resilience when handling difficult situations.
• Ability to manage a varied workload, prioritise tasks, meet deadlines and work independently.
• Confidence using IT systems (case-management tools, Microsoft Office, spreadsheets, reporting).
• Knowledge of social housing issues, sector regulation and tenant rights is desirable.
• Commitment to promoting equality, diversity and inclusion in all aspects of work.

How to apply

Contact [e-mail] please email an up to date CV for the position of Complaints Handler.