Resident Complaints Case Manager – In-Office

Build Recruitment Limited; Kingston upon Thames; On-site; GBP 28,000 - 34,000; Full time

Job summary

Build Recruitment Limited is seeking an experienced Complaints Handler to manage housing-related complaints from start to finish, ensuring timely, empathetic responses and high-quality outcomes for tenants.

The role requires robust communication skills, the ability to collate detailed information for the Housing Ombudsman, and collaboration with internal stakeholders to drive service improvements. Immediate start, in-office 5 days per week.

Qualifications

• Provides excellent customer service and adheres to service standards.

Responsibilities

• Providing excellent customer service and adhering to service standards to meet diverse resident needs.
• Investigating and resolving stage 1 complaints, as well as responding to inquiries from MPs, councillors, or executives.
• Collating detailed information to respond to requests from the Housing Ombudsman Service.
• Ensuring timely, empathetic, and friendly responses to individual resident needs.
• Collaborating with the Customer Experience Manager to ensure continuous improvement of processes.
• Acting as the first point of contact for complainants and ensuring all issues are dealt with sensitively and fairly.
• Maintaining consistent and clear communication with tenants throughout the complaints process.
• Identifying trends and recurring issues to support service improvements.
• Delivering end-to-end case management of complaints that elevate beyond the informal stage.
• Building relationships with internal stakeholders to gather information and identify root causes.
• Producing high-quality outcome letters and reports for tenants, outlining actions taken.
• Demonstrating resilience, organization, and professionalism in all forms of communication.

Skills

Customer service

Communication

Complaint handling

Job description

Build Recruitment Limited is seeking an experienced Complaints Handler to manage housing-related complaints from start to finish, ensuring timely, empathetic responses and high-quality outcomes for tenants.

The role requires robust communication skills, the ability to collate detailed information for the Housing Ombudsman, and collaboration with internal stakeholders to drive service improvements. Immediate start, in-office 5 days per week.