Senior Complaints Handler

Freebridge Community Housing; King's Lynn; On-site; GBP 33,000 - 41,000; Full time

Benefits offered by this job

Annual salary

Holiday

Discounts

Maternity/Paternity leave

Health & wellbeing

Charitable leave

Gym membership

Pension

Job summary

Freebridge Community Housing is seeking an experienced Senior Complaints Handler to lead Stage 2 complaints. You will have seniority and authority to work with any part of the business to get to the heart of the issue and to ensure customers are put right, with a strong customer-centred approach.

In this role you will manage Stage 2 from escalation to final response, review Stage 1 evidence, and coordinate with teams and the legal adviser when needed.

Qualifications

• Significant experience investigating and resolving formal complaints
• Experience case managing complex or escalated Stage 2 complaints
• Knowledge of Housing Ombudsman Scheme and Complaint Handling Code
• Knowledge of housing law relevant to complaints

Responsibilities

• Manage Stage 2 complaints from escalation to final response as senior caseworker
• Speak with customers directly, including home visits, to understand concerns
• Review Stage 1 investigation and assess reasonableness of the original decision
• Secure evidence and remedies across the business, involve the legal team when needed
• Lead on complex or high-risk Stage 1 complaints during peak times; handover to Stage 2 as appropriate
• Support development of complaint handlers through training and mentoring
• Record accurate data for complaints performance reporting

Skills

Complaint investigation

Decision making

Customer communication

Housing sector knowledge

Job description

We have a brand new, fantastic opportunity for an experienced Senior Complaints Handler to join Freebridge as our dedicated lead for Stage 2 complaints. You'll have the seniority and authority to work with any part of the business to get to the heart of the issue, and the determination to put things right for customers every time. Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King's Lynn and West Norfolk's housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We've had numerous achievements, including delivering our customers' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.

Requirements

Outline of key responsibilities...

• Managing Stage 2 complaints from escalation through to final response, acting as our senior caseworker for escalated complaints, with support from the Customer Complaints Manager where volumes require
• Speaking with customers directly wherever appropriate, including home visits, to understand their concerns first-hand and carry out a thorough, customer-centred review
• Reviewing the Stage 1 investigation and response in every Stage 2 case, forming an independent view on whether the original decision was reasonable and well-evidenced
• Working with colleagues across the business, with the authority to secure the evidence and remedies residents need in good time, and drawing on our legal team where a case raises legal complexity or risk
• Taking the lead on particularly complex or high-risk Stage 1 complaints in times of exceptional demand, with any that later escalates to Stage 2 handled by someone else, in line with the Housing Ombudsman's Complaint Handling Code
• Working with the Customer Complaints Manager to keep up to date with Housing Ombudsman guidance, and to make sure orders and determinations are complied with, with required actions completed on time and evidenced
• Working with the Lessons Learned Group to identify the root causes of complaints, and supporting colleagues across the business to deliver the resulting recommendations
• Supporting the development of Complaint Handlers through training, induction and sharing best practice, and championing high-quality, consistent complaint handling across the team, while recording accurate case data to support complaints performance reporting

We are looking for someone who has...

• Significant experience investigating and resolving formal complaints, including making decisions on outcomes and compensation within delegated limits
• Experience case managing complex or escalated (Stage 2 equivalent) complaints
• A working knowledge of the Housing Ombudsman Scheme and the Complaint Handling Code
• A working knowledge of housing law relevant to complaints, such as landlord and tenant obligations or disrepair
• Experience supporting the development of colleagues, for example through coaching, training or mentoring
• The ability to influence colleagues and work confidently with teams across the business, without direct line management authority

Benefits

What's in it for you?

At Freebridge, we're appreciative of our team and you can enjoy the following benefits from joining us, among many more:

• An Annual Salary of: £36,882.00
• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme
• Charitable Leave: One day per year to volunteer for a cause you care about
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure
• Pension Scheme: A great pension scheme with generous employer contributions (up to 12%)

Diversity & Inclusion:

Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don't discriminate against employees or potential employees based on protected characteristics. We're happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.