Complaints Handler – Office Based
Location: Kingston
Salary: Up to £32,000
We are currently recruiting for an experienced Complaints Handler to join a busy, fast-paced team within the property and housing sector. This is a fully office-based role in Kingston, offering the opportunity to play a key role in delivering excellent customer service and resolving complex customer issues.
This position would suit someone with a strong background in complaints, ideally within social housing, property services, or a related environment, who is confident managing cases from initial contact through to resolution.
Key Responsibilities
- Managing customer complaints from receipt through to resolution in line with company procedures and regulatory standards
- Investigating complaints thoroughly, gathering evidence and liaising with internal teams to establish facts
- Drafting clear, professional written responses to customers
- Ensuring complaints are handled within agreed timeframes and service standards
- Maintaining accurate records and updating internal systems
- Identifying recurring issues and supporting service improvements
- Providing a professional and empathetic approach when dealing with customers experiencing service issues
Key Requirements
- Previous experience handling customer complaints in a professional environment
- Strong written communication skills with experience drafting formal responses
- Excellent investigation and problem-solving abilities
- Ability to manage a high volume of cases while maintaining attention to detail
- Confident liaising with internal departments to resolve issues
- Experience within social housing, property services, or repairs and maintenance would be highly desirable
Additional Information
- Office-based role in Kingston (no hybrid working)
- Salary up to £32,000 depending on experience
- Opportunity to join a growing team within a well-established organisation
This is an excellent opportunity for a complaints professional who enjoys problem solving and delivering fair, customer-focused outcomes.
