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Complaints Handler
Job summary
A dedicated social housing provider is seeking a Complaints Handler to manage the end-to-end complaints process. The role requires excellent communication skills and strong investigation abilities, ensuring timely resolution of tenant issues. The ideal candidate will have experience in complaints handling, preferably within a social housing or public sector context. This is a hybrid role based in Huntingdon. Apply with your CV to join a committed team.
Qualifications
- Previous experience in complaints handling, preferably in social housing or public sector.
- Excellent written and verbal communication skills.
- Strong investigation skills and the ability to analyse information objectively.
Responsibilities
- Manage the end-to-end complaints handling process.
- Investigate complaints impartially and gather relevant information.
- Communicate clearly with tenants and provide regular updates.
Skills
Tools
Job: Complaints Handler – Social Housing
Location: Hybrid - Huntingdon, Cambridgeshire
Contract: Long term Temporary contract (full-time)
Salary: £14ph - £16ph PAYE (depending on experience)
Hours: Monday to Friday 8am – 5pm
We are representing a dedicated social housing provider committed to delivering high-quality homes and services to our tenants in Huntingdon and the surrounding area.
You will play a key role in our service by managing the end-to-end complaints handling process to ensure timely resolution, fairness and transparency. You’ll work closely with tenants & colleagues and drive service improvements and help us meet company standards.
- Receive, log and acknowledge complaints from tenants in accordance with our procedure.
- Investigate complaints impartially, gathering facts, reviewing relevant documents and engaging with all parties involved.
- Communicate clearly with complainants and internal teams, providing regular updates and managing expectations.
- Draft investigation reports, decision letters and recommendations for service improvements.
- Monitor, analyse and report on complaints trends and outcomes; propose changes to processes and practices to improve tenant satisfaction.
- Support the development and delivery of training and guidance for staff on complaint handling and service standards.
- Previous experience in complaints handling, preferably within the social housing, public sector or regulated environment.
- Excellent written and verbal communication skills; ability to present information clearly and sensitively.
- Strong investigation skills: ability to analyse information objectively, identify root causes and propose solutions.
- Customer-focused approach with empathy and resilience when handling difficult situations.
- Ability to manage a varied workload, prioritise tasks, meet deadlines and work independently.
- Confidence using IT systems (case-management tools, Microsoft Office, spreadsheets, reporting).
- Knowledge of social housing issues, sector regulation and tenant rights is desirable.
- Commitment to promoting equality, diversity and inclusion in all aspects of work.
Contact charlotte@arcgroup.co.uk please email an up to date CV for the position of Complaints Handler.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.