Complaints Handler

£We are seeking an experienced Complaints Handler for an immediate start on a 12-week contract. The role involves case managing and investigating customer complaints, ensuring all customer contact throughout a Stage 1 complaint is handled efficiently and professionally. The successful candidate will build and monitor action plans, escalate complaints where necessary, and liaise with key stakeholders to deliver positive outcomes.

Key Responsibilities:

• Case manage and investigate customer complaints from initial contact to resolution.
• Be the main point of contact for all customer interactions via telephone, letter, and email throughout Stage 1 complaints.
• Develop and monitor action plans, ensuring timely completion or escalation where necessary.
• Build and maintain strong relationships with customers and key stakeholders to facilitate complaint resolution.
• Ensure compliance with Housing Ombudsman guidance, internal policies, and procedures.
• Provide clear, accurate written responses to complaints while maintaining a professional and empathetic approach.
• Confidently liaise with senior leaders and influence key stakeholders to ensure effective resolution.
• Apply problem-solving skills to resolve complaints efficiently and prevent recurrence.

Key Skills & Experience:

• Previous experience in complaints management, customer service, or housing-related casework.
• Excellent written and verbal communication skills, with the ability to draft clear and professional responses.
• Strong telephone communication skills, with the ability to handle sensitive conversations effectively.
• Knowledge of the Housing Ombudsman process and regulatory frameworks.
• Ability to interpret and apply internal policies and processes quickly and accurately.
• Confidence in engaging with senior leaders and key stakeholders to influence positive outcomes.
• Proven problem-solving abilities to identify and implement solutions efficiently.

Qualifications:

• Relevant experience in complaints management, housing services, or a related field (qualifications desirable but not essential).
• Must be eligible to work in the U.K.

Working with Archer Resourcing

We have been helping professionals find exciting new roles for a number of years, so we know exactly where to look when it comes to sourcing the best opportunities. We operate across the UK, and, with amazing relationships with the biggest employers in UK social care, we give you the best chance of landing your next role.

Due to the high demand for CVs received, we are unable to respond to all applications. However, we may hold your CV on file and contact you for future suitable roles.

We also offer a £250 referral bonus should you know of anyone who may be interested.

‍