Complaints Handler

Job Reference: PR/100412

Step into a rewarding permanent role offering a supportive office environment, opportunities for progression, and the chance to play a key role in improving the experience of residents across Kingston. This Complaints Handler position gives you the opportunity to make a real impact by ensuring Stage 1 and Stage 2 complaints are managed efficiently, fairly, and in line with Housing Ombudsman standards. You’ll be joining a dedicated and collaborative housing team in Kingston, known for its organised approach and commitment to delivering high standards of customer service. This is a great opportunity to grow your career within housing or local authority services while developing specialist knowledge in complaint resolution and tenant engagement.

In this position, you will:

• Managing and investigating Stage 1 & 2 complaints from tenants and residents
• Acting as the main point of contact for residents, keeping them informed throughout the complaints process
• Liaising with internal teams to gather information and resolve issues efficiently
• Maintaining accurate records and monitoring complaint trends within housing management systems
• Communicating with tenants via phone, email, and letters to provide updates and resolutions
• Supporting operational teams with administration and ensuring service improvements are implemented where needed

I’d love to speak to anyone who has:

• Previous experience handling complaints or working in customer resolution within social housing (essential)
• Proven administrative and organisational experience in a fast-paced environment
• Strong communication skills and a customer-focused approach
• Confidence liaising with internal teams and tenants
• The ability to manage multiple complaints simultaneously and meet deadlines
• Proficiency in Microsoft Office packages and record-keeping systems
• A proactive and solution-focused attitude

This role is offering the following benefits:

• Permanent contract
• Full-time hours (Monday – Friday)
• Office-based role in Kingston
• Supportive team environment with opportunities for development

Travel & location This role is based in Kingston, with good transport links across London and surrounding areas, making it an ideal long-term opportunity for someone seeking a stable, permanent role within a well-connected location.

If this Complaints Handler role sounds like your next step, apply now or contact Olivia on [contact hidden] or email [contact hidden]

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