Complaints Handler, Permanent

Broadland Housing; Norwich; On-site; GBP 33,000 - 35,000; Full time

Benefits offered by this job

Enhanced annual leave

Generous pension

Employee Assistance Programme

Health Cash Plan

Utilities allowance

Job summary

Broadland Housing Association is seeking a Complaints Handler in Norwich to manage the end-to-end process for complaints and related enquiries. The role supports compliance with complaint-handling requirements and operates within a hybrid homeworking model, with the office base in Norwich.

The position is a full-time, 37-hour per week contract. The successful candidate will have strong customer service experience in social housing, superb organizational skills and effective written and verbal

Qualifications

• Experience in social housing sector
• Experience in busy and fast-paced environment
• Excellent communication skills (written and verbal)

Responsibilities

• Respond to, investigate and resolve stage 1 complaints, MP, Councillor or executive enquiries from start to finish within the required timescale.
• Collate detailed information to respond to Housing Ombudsman Service requests.
• Ensure complaints are acknowledged and responded to in a timely, empathetic and friendly way.
• Provide feedback to the Customer Experience Manager to drive process improvements.

Job description

Salary: Starting Salary at £32,558 per annum, with future progression opportunities to £34,635 per annum

Shift Hours: Permanent

Complaints Handler
Agile Hybrid Homeworking (office base Norwich)
Full time, 37 hours a week, Monday – Friday
Starting Salary at £32,558 per annum, with future progression opportunities to £34,635 per annum
Permanent Contract

About the role

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.

Some of the main duties of the role will be:

• To provide excellent customer service when interacting with complainants, adhering to our service standards and meeting the diverse needs of our residents.
• To provide feedback to the Customer Experience Manager to ensure continuous improvement of processes.
• Responding to, investigating and resolving stage 1 complaints, MP, Councillor or executive enquiries from start to finish within the required timescale; keeping the Customer Experience manager informed at all times.

• To collate detailed information to respond to requests from the Housing Ombudsman Service.
• To ensure complaints are responded to and acknowledged in a timely, empathetic and friendly way, considering the needs of the individual residents.

For full details on the role, please see the job description

About You

The successful candidate will have a strong knowledge and experience within the social housing sector. Have experience working within a busy and fast-paced environment, be organised and self-motivated with excellent communication (both written and verbal) skills. The ideal candidate will have experience in administration and exceptional customer service skills. An understanding of dealing with complaints from the first stage and working within a complaints team would be beneficial. You will be a strong impartial active listener.

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

About Us

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 offer 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.

We are a Hybrid Homeworking employer and provide the team with the tools to work from home (approx. 60% home and 40% office split). As the role requires attendance at Broadland premises candidates must live within a 75-minute commute of their contracted office location (Norwich)

We offer staff many great benefits such as:

• 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!

For full details or if you have any questions regarding this role or any other vacancies at Broadland Housing Association, please contact our recruitment line on 01603 750109 and leave a message or email: [e-mail].

Closing date: Midnight on Thursday, 27 August 2026