As a complaint handler, you will take ownership of complaints from initial receipt through to resolution, ensuring they are handled professionally, fairly and within agreed timescales.
As Complaints Officer, you will:
- Manage and investigate customer housing complaints from start to finish.
- Liaise with internal departments to gather information and agree appropriate resolutions.
- Produce clear, professional written responses to customers.
- Ensure complaints are aligned to regulatory requirements and internal policy.
- Maintain accurate records and case files.
- Build strong relationships with colleagues across the organisation to support positive customer outcomes.
- Monitor complaint trends and produce reports to identify opportunities for service improvement.
- Provide excellent customer service.
We’re looking for someone who has:
- Previous experience handling formal complaints or customer resolutions.
- Excellent written and verbal communication skills.
- Strong investigation and problem-solving abilities.
- The confidence to manage challenging conversations with empathy and professionalism.
- Excellent organisational skills with the ability to manage multiple cases simultaneously.
- Strong IT skills, including Microsoft Office.
- A proactive and positive approach with excellent attention to detail.
Location: North Wales – Hybrid Working
The rate on offer: £190 per day Via Umbrella
Hours: 37.5 hr week between 9am - 6pm.
Email your CV to vacancies@hazellcarr.com to apply for this role with the subject matter: (Complaint Handler + North Wales)
Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.