Senior Complaints Lead - Customer Resolution Expert

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

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.