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.
