Complaints Handler – Repairs & Maintenance (6‑month FTC)

About the role

The Complaints Handler will join a leading repairs and maintenance contractor supporting social housing residents in Kingston upon Thames. This six‑month fixed‑term role focuses on managing Stage 1 and Stage 2 complaints, ensuring timely resolution and high resident satisfaction.

Key responsibilities

• Respond to customer care issues and expressions of dissatisfaction, creating action plans for effective resolution.
• Investigate, register, and report all complaints in line with company and client procedures.
• Handle MP and Councillor enquiries, meeting agreed targets and keeping residents informed.
• Maintain the complaints log, analyse trends and propose service improvements.
• Arrange follow‑up appointments and ensure works are completed to resident satisfaction.
• Process compensation or goodwill gestures subject to manager approval.
• Manage text‑message service complaints within agreed timescales.
• Conduct resident telephone surveys, record feedback and act on findings.
• Produce monthly reports outlining survey results and corrective actions.

Required profile

• Previous experience in a customer service environment (essential).
• Experience working with local authorities or registered housing providers (desirable).
• Proven ability to work in a busy setting and meet challenging deadlines.
• Knowledge of reactive maintenance services (desirable).

Required skills

What we offer

• Competitive salary: £32,000 – £34,000 per annum.
• Six‑month fixed‑term contract with possibility of extension.
• Opportunity to work within a modern, forward‑thinking organisation.