Complaint Handler

As a Complaint Handler youwill play a key role in supporting customers though their housing complaints journey with empathy and clear communication. Each case will be unique and require a detailed investigation to understand all the facts to find evidence-based resolutions that are fair to the customer and in line with regulatory requirements and the Housing Ombudsman complaint handling code.

This is a great opportunity to expand your housing experience further with a fantastic organisation that is passionate about people.

What you’ll be doing as a Complaint Handler:

• Taking ownership of a pipeline of customer grievances from start to resolution within business standard handling times.
• Communicating with customers to understand objection points in detail, gather information and understand expectations.
• Discussing key points and recommended outcomes with internal departments to reach realistic resolutions.
• Investigating all the facts impartially to ensure fair outcomes without bias.
• Writing clear final response letters to the customer addressing all points.
• Maintaining a clear and compliant audit trail on all cases.

What we’re looking for in a Complaint Handler:

• Complaint handling experience within regulatory industries.
• Customer service including supporting vulnerable customers.
• Ability to prioritise and manage both quality and productivity targets.
• Computer literacy and excellent written and verbal communication.
• Housing complaints experience would be advantageous.

Location: Manchester.Hybrid with 3 days a week worked in office and 2 days from your permanent UK home address.

Training: 2 – 4 weeks

The rate on offer: The successful Complaint Handler will receive £160 per day Via Umbrella.

Core hours: 35 hours per week full time. Monday to Friday on shifts between 8am and 6pm.

Duration: Initially 6 months, with opportunity to extend.

Apply: If you’re excited to join a rewarding company and support customers though their journey, then please click apply online and upload an updated copy of your CV.

If you are successful and offered an opportunity, we will need to carry out pre-engagement screening, this will usually include a DBS Check, Credit Check, Sanctions, CIFAS checks and references from previous employers.

To help you stay safe in your job search we will never ask for your bank details at the application stage.

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