Complaints Handler - #2140487

Housing Complaints Handler

Temporary Contract – 2 months plus

Location: Liverpool

Salary: £16.47ph plus holiday pay

We are seeking an experienced and customer-focused Housing Complaints Handler to join our team on a temporary basis over the summer. You will play a crucial role in managing and resolving complaints from tenants and residents, ensuring a fair, timely, and consistent approach in line with company policies and regulatory requirements. This position is essential for maintaining customer satisfaction, improving service delivery, and ensuring compliance with housing standards.

Day-to-day of the role:

• Manage a caseload of housing-related complaints from initial receipt through to resolution.
• Investigate complaints thoroughly, liaising with internal departments, contractors, and external stakeholders as required.
• Provide clear, accurate, and empathetic responses to residents, both in writing and over the phone.
• Ensure responses are delivered within agreed service level agreements (SLAs) and regulatory timeframes.
• Maintain detailed and accurate case records on internal systems.
• Identify trends and recurring issues, providing feedback to management to support service improvements.
• Escalate complex or high-risk cases appropriately.
• Support responses to Stage 1 and Stage 2 complaints, and occasionally contribute to Ombudsman submissions.
• Ensure full compliance with housing policies, procedures, and relevant legislation.

Required Skills & Qualifications:

• Previous experience handling complaints within a housing, public sector, finance or customer service environment – particularly in any regulatory environment.
• Strong investigative and problem-solving skills.
• Excellent written and verbal communication skills with the ability to handle sensitive situations.
• Ability to manage a busy caseload and meet deadlines.
• Strong attention to detail and organisational skills.
• Experience working with case management systems or CRM databases.
• Good understanding of housing legislation and complaint handling frameworks (desirable).

This role is on a temporary basis for 2 months initially however with a potential to be extended.