Complaints Handler

Leigh 34K - 34K per year Permanent

Job Reference: PR/100412

Step into a rewarding permanent role offering a supportive office environment, opportunities for progression, and the chance to play a key role in improving the experience of residents across Kingston. This Complaints Handler position gives you the opportunity to make a real impact by ensuring Stage 1 and Stage 2 complaints are managed efficiently, fairly, and in line with Housing Ombudsman standards.

You’ll be joining a dedicated and collaborative housing team in Kingston, known for its organised approach and commitment to delivering high standards of customer service. This is a great opportunity to grow your career within housing or local authority services while developing specialist knowledge in complaint resolution and tenant engagement.

In this position, you will:

Managing and investigating Stage 1 & 2 complaints from tenants and residents
Acting as the main point of contact for residents, keeping them informed throughout the complaints process
Liaising with internal teams to gather information and resolve issues efficiently
Maintaining accurate records and monitoring complaint trends within housing management systems
Communicating with tenants via phone, email, and letters to provide updates and resolutions
Supporting operational teams with administration and ensuring service improvements are implemented where needed

I’d love to speak to anyone who has:

Previous experience handling complaints or working in customer resolution within social housing (essential)
Proven administrative and organisational experience in a fast-paced environment
Strong communication skills and a customer-focused approach
Confidence liaising with internal teams and tenants
The ability to manage multiple complaints simultaneously and meet deadlines
Proficiency in Microsoft Office packages and record-keeping systems
A proactive and solution-focused attitude

This role is offering the following benefits:

Permanent contract
Full-time hours (Monday – Friday)
Office-based role in Kingston
Supportive team environment with opportunities for development

Travel & location
This role is based in Kingston, with good transport links across London and surrounding areas, making it an ideal long-term opportunity for someone seeking a stable, permanent role within a well-connected location.

If this Complaints Handler role sounds like your next step, apply now or contact Olivia on 07528 824 338 or email olivia.taylor@niyaapeople.co.uk

Apply now