Complaints Planner

Build Recruitment Limited; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Friendly and supportive team

Growth opportunities

Job summary

Build Recruitment Limited in London’s Hammersmith area is seeking a proactive Complaints Planner to join a busy planning and customer care team. This full-time, office-based role handles incoming complaints, coordinates with residents, clients, and internal teams to drive swift resolutions.

You will manage the complaints inbox, make outbound updates to residents, log cases, and support administrative tasks.

Qualifications

• Excellent verbal and written communication skills.
• Strong organisational skills with multitask and prioritise effectively.
• A professional and empathetic telephone manner.
• Previous experience in a customer service, planning or scheduling role (preferable within repairs, maintenance, or housing sector).
• Competent using Microsoft Office and email systems.

Responsibilities

• Monitoring and responding promptly to the complaints inbox.
• Handling incoming calls from the client call centre — providing updates and responding to queries on job progress.
• Liaising with the complaints team via email to explain job delays and current job statuses.
• Making outbound calls to residents to provide updates and ensure clear communication.
• Carrying out courtesy calls to residents to check satisfaction with completed works.
• Logging and tracking complaints to ensure timely and effective resolution.
• Supporting the team with administrative tasks as required.

Skills

Verbal and written communication

Multitasking / prioritisation

Telephone manner

Customer service planning

Microsoft Office

Tools

Microsoft Office

Email systems

Job description

Complaints Planner
Temp to Perm

Location: Hammersmith, London W6 9XY
Hours: 8:00 AM – 5:00 PM, Full-Time, Office Based
Contract: Temp to Perm

About the Role:

We are seeking a proactive and organised Complaints Planner to join our busy team in Hammersmith. This is a fantastic opportunity for someone who enjoys problem-solving, has strong communication skills, and thrives in a fast-paced environment.

As a key member of the planning and customer care team, you will be responsible for managing incoming complaints, liaising between residents, clients, and internal teams to ensure smooth resolution of issues.

Key Responsibilities:

• Monitoring and responding promptly to the complaints inbox.
• Handling incoming calls from the client call centre — providing updates and responding to queries on job progress.
• Liaising with the complaints team via email to explain job delays and current job statuses.
• Making outbound calls to residents to provide updates and ensure clear communication.
• Carrying out courtesy calls to residents to check satisfaction with completed works.
• Logging and tracking complaints to ensure timely and effective resolution.
• Supporting the team with administrative tasks as required.

Requirements:

• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to multitask and prioritise effectively.
• A professional and empathetic telephone manner.
• Previous experience in a customer service, planning or scheduling role (preferable within repairs, maintenance, or housing sector).
• Competent using Microsoft Office and email systems.

What We Offer:

• Full-time, office-based role with potential to go permanent.
• Friendly and supportive team environment.
• Opportunity to grow within the organisation.
• Competitive hourly rate / salary depending on experience.