We are seeking a highly organized and customer-focused professional to join our Complaints Team on a 3-month initial contract. This hybrid role requires a minimum of 2 days per week in the office. This role is pivotal in ensuring that all escalated complaints are handled promptly, fairly, and in line with regulatory and organisational standards.
Key Responsibilities
- Manage and resolve Repairs Stage 2 complaints within agreed timescales.
- Conduct thorough investigations, liaising with internal teams and external stakeholders.
- Prepare detailed written responses that are clear, accurate, and compliant with policy.
- Maintain accurate records on the CRM system and produce reports for senior management.
- Identify trends and recommend improvements to enhance customer experience and reduce complaints.
- Ensure compliance with relevant legislation and regulatory frameworks.
Skills & Experience
- Strong knowledge of complaints handling processes and regulatory requirements.
- Excellent communication and negotiation skills.
- Ability to analyse complex information and make sound decisions.
- High attention to detail and strong written skills.
- Experience using CRM systems and managing case workflows.
- Previous experience in housing, local authority, or similar regulated environment is desirable.
Contract Details
- Duration: 3 months (initial)
- Rate: £24 per hour (umbrella)
- Hours: 35 per week
- Location: Hybrid (minimum 2 days in office)
- Start Date: 05/02/2026
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