Housing Complaints Handler (Temp)

About the role

We are looking for an experienced, customer‑focused Housing Complaints Handler to join our client’s team on a short‑term basis over the summer. You will manage tenant and resident complaints, ensuring fair, timely resolutions that meet company policies and regulatory standards.

Key responsibilities

• Manage a caseload of housing‑related complaints from receipt to resolution.
• Investigate each complaint thoroughly, liaising with internal departments, contractors and external stakeholders.
• Provide clear, empathetic written and verbal responses within agreed SLAs and regulatory timeframes.
• Maintain accurate case records in internal systems and identify trends for service improvement.
• Escalate complex or high‑risk cases appropriately and support Stage 1/Stage 2 complaints and occasional Ombudsman submissions.

Required profile

• Previous experience handling complaints in housing, public sector or a regulated customer‑service environment.
• Strong investigative and problem‑solving abilities.
• Excellent written and verbal communication skills, especially in sensitive situations.
• Ability to manage a busy caseload and meet deadlines.
• Attention to detail and strong organisational skills.

Required skills

• Experience with case‑management or CRM databases.

What we offer

• Fixed‑term contract (3 months) covering the holiday season.
• Full‑time schedule, Monday‑Friday 9 am‑5 pm.
• Annual salary £31,700 pro‑rated.