Complanits Handler

Niyaa People Ltd; Birmingham; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading housing organisation is recruiting for a Complaints Handler in Birmingham. This full-time, 3-month contract role involves leading, investigating, and resolving complaints while working closely with customers and stakeholders. The ideal candidate will have strong numeracy and literacy skills, experience in handling complex complaints, and knowledge in dispute resolution training. The position offers benefits such as hybrid working options and a competitive pay rate of £27.00 per hour.

Qualifications

• Evidence of formal complaints or dispute resolution training (desirable).
• Knowledge of the Housing Ombudsman's complaint handling code (desirable).
• Demonstrated experience in identifying root causes of complaints.

Responsibilities

• Triaging, investigating, and resolving assigned complaints efficiently.
• Monitoring personal performance against team Key Performance Indicators (KPIs).
• Producing monthly case studies on service failures across the business.

Skills

Excellent levels of numeracy and literacy

Negotiation skills training

Proven experience of dealing with high-volume, complex complaints

Ability to challenge senior colleagues

Proven ability to use a range of communication and tracking channels

Job description

We're currently recruiting for a Complaints Handler to join a leading housing organisation on a 3-month contract, with the potential for extension. This role is designed to lead, investigate, and resolve complaints in a fast-paced environment, working closely with customers, business leads, and external contractors to seek early resolution. The Complaints Handler will also play a proactive role in identifying and addressing root causes to reduce complaints at source.

This is a full-time, 3-month contract position, with the opportunity for professional development and career progression.

Key responsibilities for the Complaints Handler

• Triaging, investigating, and resolving assigned complaints efficiently, working with customers and relevant business teams
• Monitoring personal performance against team Key Performance Indicators (KPIs) to ensure effective complaint resolution
• Producing monthly case studies on service failures across the business, working with managers to address service improvement areas
• Engaging with stakeholders across the organisation to negotiate practical solutions and drive service innovation
• Analysing and interpreting data from various sources and presenting it clearly to both internal and external audiences
• Communicating effectively with customers, both internal and external, through a variety of channels, including complex written reports
• Supporting the Quality and Customer Experience Manager in driving process changes to improve customer outcomes
• Taking a structured, consistent approach to problem-solving, ensuring quality, customer satisfaction, and efficiency
• Coaching and training colleagues in complaint management and data requirements

Requirements for the Complaints Handler Position

• Excellent levels of numeracy and literacy
• Evidence of formal complaints or dispute resolution training (desirable)
• Negotiation skills training (desirable)
• Proven experience of dealing with high-volume, complex complaints
• Knowledge of the Housing Ombudsman's complaint handling code (desirable)
• Ability to challenge senior colleagues to deliver required information and evidence
• Demonstrated experience in identifying root causes of complaints and prioritising key items for resolution
• Experience of drafting concise, clear response outcome letters that are easily understood
• Proven ability to use a range of communication and tracking channels to auditable standards

The Complaints Handler role is offering the following benefits

• Location: Hybrid working options (1 day from home)
• Hours: 35 hours per week Monday to Friday
• Contract: 3-month contract with the potential for extension
• Start Date: ASAP
• Pay Rate: £27.00 per hour

To apply or find out more, please contact Ryan on (phone number removed) or email (url removed)