Senior Complaints Handler

Greenacre Recruitment Ltd; Guildford; On-site; GBP 39,000 - 53,000; Full time

Job summary

Greenacre Recruitment Ltd in Surrey seeks an experienced Senior Complaints Handler on an interim basis until March 2027. This senior role owns high‑level complaints, member enquiries and Ombudsman cases, delivering thorough, balanced responses aligned with regulatory expectations.

You will work with service managers and senior leaders to investigate issues, coordinate evidence, and produce well‑reasoned outcomes that support service improvement and a positive complaints culture.

Qualifications

• Extensive experience handling Stage 1 and Stage 2 complaints in housing or a regulated public-facing context.
• Strong knowledge of Housing Ombudsman’s Complaint Handling Code.
• Excellent written communication, clear, structured and empathetic.

Responsibilities

• Lead on Stage 1 and Stage 2 complaints with timely, high‑quality responses.
• Manage Housing Ombudsman enquiries, evidence gathering and submissions.
• Handle Members' enquiries with clear, accurate and politically aware responses.
• Conduct thorough investigations across multiple teams, ensuring robust records.
• Produce well‑reasoned outcomes that show fairness and regulatory compliance.
• Identify themes and learning to drive service improvement.
• Advise colleagues on best practice and ensure consistent approaches.

Skills

Complex complaints handling

Public sector/regulatory environment

Written communication

Stakeholder engagement

Analytical skills

Case management

Job description

Senior Complaints Handler

Surrey

Interim until March 2027

£250 per day (umbrella)

If you're an experienced complaints professional who thrives on bringing clarity, fairness and calm to complex situations, this interim Senior Complaints Handler role offers the chance to make a real impact within a busy, resident‑focused housing service.

You'll take ownership of high‑level complaints, member enquiries and Ombudsman cases, ensuring responses are thorough, balanced and fully aligned with regulatory expectations. This is a role for someone who can confidently navigate sensitive issues, manage competing deadlines and support a positive complaints culture built on transparency and learning.

The Role

As Senior Complaints Handler, you will be responsible for managing and resolving the organisation's most complex and high‑risk cases. You'll work closely with service managers, operational teams and senior leaders to ensure complaints are investigated properly, responded to professionally and used to drive service improvement.

Key responsibilities include:

• Leading on Stage 1 and Stage 2 complaints, ensuring timely, high‑quality responses
• Managing Housing Ombudsman enquiries, including evidence collation, drafting submissions and coordinating actions
• Handling Members' enquiries, providing clear, accurate and politically aware responses
• Conducting thorough investigations, gathering information from multiple teams and challenging where needed
• Producing well‑reasoned written outcomes that demonstrate fairness, empathy and regulatory compliance
• Identifying themes, risks and learning opportunities to support continuous improvement
• Advising colleagues on complaint handling best practice and supporting a consistent approach across the service
• Maintaining accurate case records and ensuring deadlines are met

About You

You'll bring a strong track record in complaints handling within housing, local government or another regulated public‑facing environment. You're confident dealing with sensitive issues, comfortable challenging internal stakeholders and able to produce polished, evidence‑based responses.

We're looking for someone with:

• Significant experience managing complex complaints at Stage 1 and Stage 2
• Strong understanding of the Housing Ombudsman's Complaint Handling Code
• Excellent written communication — clear, structured and empathetic
• Ability to work under pressure and manage a varied caseload
• Confidence engaging with senior leaders, elected members and external bodies
• A calm, professional approach when dealing with distressed or frustrated residents
• Strong analytical skills and a commitment to improving services