Resident Complaints Specialist (1 Year Fixed Term)

Fortus Recruitment Group Limited; Glasgow; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Equal opportunities employer

Job summary

Fortus Recruitment Group Limited in Kingston is seeking an experienced Complaints Handler for a fixed-term contract of up to 12 months, starting immediately. You will manage resident and customer complaints from initial contact to resolution, ensuring timely and professional handling in line with procedures.

You'll investigate, liaise with internal teams, maintain records, and provide regular updates to customers while supporting the wider customer service team with admin tasks.

Qualifications

• Experience handling complaints within social housing or related sector.
• Strong communication and customer service skills.
• Experience dealing with customers in challenging situations.
• Excellent organisational and administration skills.
• Good IT skills and experience with Microsoft Office.

Responsibilities

• Managing complaints from initial receipt through to resolution.
• Investigating complaints and liaising with relevant teams to gather information.
• Responding to residents and customers professionally and within agreed timescales.
• Maintaining accurate records of complaints, actions and outcomes.
• Liaising with internal teams, contractors and other stakeholders to resolve issues.
• Identifying recurring issues and escalating where appropriate.
• Ensuring complaints are handled in line with relevant policies and procedures.
• Providing regular updates to customers throughout the complaints process.
• Supporting the wider customer service team with general administration when required.

Skills

Complaint handling

Customer service

Communication

Organisational skills

Tools

Microsoft Office

Job description

Fortus Recruitment Group Limited in Kingston is seeking an experienced Complaints Handler for a fixed-term contract of up to 12 months, starting immediately. You will manage resident and customer complaints from initial contact to resolution, ensuring timely and professional handling in line with procedures.

You'll investigate, liaise with internal teams, maintain records, and provide regular updates to customers while supporting the wider customer service team with admin tasks.