Complaints Handler Location: Pitsea Basildon Job Type: Hybrid (initial 3 weeks full-time onsite for training) Hourly rate: £15.84 PAYE or £19.51 Umbrella Temporary for 4 to 6 months during restructure period (possible extension) We are seeking a Complaints Handler to join a large Housing Association team based within Pitsea to manage a caseload of resident complaints across various housing issues. This role involves liaising with complainants and contractors to deliver effective, customer-focused outcomes, ensuring compliance with our Complaints Policy and the Housing Ombudsman Complaint Handling Code. Day-to-day of the role: Deliver the stage one complaints service as outlined in our policy and procedures. Actively participate in the Complaint Team, taking responsibility for service delivery and identifying areas for improvement. Collaborate with colleagues and contractors to ensure effective resolution of complaints. Provide accurate and timely responses to complaints following comprehensive investigations. Maintain accurate and regularly updated complaint records. Meet all KPIs and Service Level Agreements. Ensure excellent and timely communication with customers at all times. Required Skills & Qualifications: Proven experience in handling customer complaints, preferably within a housing environment. Strong customer service skills with a track record of delivering high-quality service. Excellent communication skills, both written and oral. Ability to organise time effectively and meet deadlines. Analytical and lateral thinking capabilities. Empathy, tenacity, resilience, and focus, particularly in challenging situations. Please note successful applicants will be required to undertake a 3-week training programme which will take place at the office in Pitsea. You will be required to attend this on a full-time basis; Monday to Friday. After this a hybrid set up will be offered. To apply for this Complaints Handler position, please submit your CV ASAP