Complaints Handler
Posted 4 days ago by Experis
Negotiable
Inside
Hybrid
London Area, United Kingdom
Summary: The role of Customer Services Advisor – Complaints and Information Governance Officer involves managing a caseload of complaints and member inquiries within a Housing and Neighbourhoods team. The position requires strong problem-solving and communication skills to ensure timely and empathetic responses, while also driving service improvements. The successful candidate will play a crucial role in maintaining accountability and transparency in customer service. This is a full-time contract position with hybrid working arrangements.
Key Responsibilities:
- Manage a caseload of customer complaints and member enquiries in line with corporate guidelines.
- Ensure responses are comprehensive, timely, and customer-focused to avoid unnecessary escalation.
- Investigate stage 1 complaints thoroughly and recommend service improvements where applicable.
- Issue determinations and, where appropriate, compensation, aligned with organisational policy.
- Coordinate cross-departmental responses to complex or high-profile complaints.
- Hold service teams accountable for performance and escalate serious issues where needed (e.g., safeguarding or misconduct).
- Provide high-quality written responses and maintain accurate records of all complaint correspondence.
- Collaborate with internal teams and external stakeholders, ensuring compliance with agreed procedures and response timelines.
- Contribute to regular reports and briefings on complaint trends, outcomes, and areas for improvement.
- Provide cover for administrative tasks within the Customer Solutions team when required.
- Ensure relevant, accessible services and advocacy are available to complainants.
Key Skills:
- Strong understanding of corporate and statutory complaints procedures.
- Experience managing complex complaints and customer service issues in a housing or public sector environment.
- Excellent written and verbal communication skills, with the ability to write clear, empathetic responses.
- Demonstrated ability to work under pressure, manage competing priorities, and meet tight deadlines.
- A proactive and diplomatic problem solver, able to identify patterns and recommend service improvements.
- Confident using IT systems to manage caseloads and maintain accurate digital records.
- A collaborative mindset with the ability to influence service delivery outcomes across teams.
- Commitment to delivering high-quality service and continuous improvement.
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Job Title: Customer Services Advisor – Complaints and Information Governance Officer
Job Type: Contract (Inside IR35)
Hours: Full-time, 35 hours per week (Monday to Friday, 09:00 – 17:00)
Location: Hybrid working (office/site as required)
Work Style: Flexible
Role Overview: We are seeking a proactive and customer-focused Complaints and Information Governance Officer to join a busy Housing and Neighbourhoods team. You will manage a caseload of complaints and members' enquiries under the Corporate Complaints Procedure, ensuring high-quality, timely, and empathetic responses. This role requires a strong problem-solver with excellent communication skills, capable of driving service improvements and preventing complaint escalation. You'll play a key part in ensuring the organisation remains accountable, transparent, and committed to excellent customer service.
Key Responsibilities:
- Manage a caseload of customer complaints and member enquiries in line with corporate guidelines.
- Ensure responses are comprehensive, timely, and customer-focused to avoid unnecessary escalation.
- Investigate stage 1 complaints thoroughly and recommend service improvements where applicable.
- Issue determinations and, where appropriate, compensation, aligned with organisational policy.
- Coordinate cross-departmental responses to complex or high-profile complaints.
- Hold service teams accountable for performance and escalate serious issues where needed (e.g., safeguarding or misconduct).
- Provide high-quality written responses and maintain accurate records of all complaint correspondence.
- Collaborate with internal teams and external stakeholders, ensuring compliance with agreed procedures and response timelines.
- Contribute to regular reports and briefings on complaint trends, outcomes, and areas for improvement.
- Provide cover for administrative tasks within the Customer Solutions team when required.
- Ensure relevant, accessible services and advocacy are available to complainants.
Skills and Experience Required:
- Strong understanding of corporate and statutory complaints procedures.
- Experience managing complex complaints and customer service issues in a housing or public sector environment.
- Excellent written and verbal communication skills, with the ability to write clear, empathetic responses.
- Demonstrated ability to work under pressure, manage competing priorities, and meet tight deadlines.
- A proactive and diplomatic problem solver, able to identify patterns and recommend service improvements.
- Confident using IT systems to manage caseloads and maintain accurate digital records.
- A collaborative mindset with the ability to influence service delivery outcomes across teams.
- Commitment to delivering high-quality service and continuous improvement.
Additional Information: Candidates must be confident working within data protection (GDPR), safeguarding, and health & safety frameworks. You will be expected to contribute to training, team development, and meetings as part of ongoing performance improvement. A strong commitment to equality, diversity, and inclusion is essential.
How to apply? Send a CV to kacey.norris@experis.co.uk