Complaints Resolution Expert

• Location: SE1, London
• Job Type: Contract (6 months)
• Salary: PAYE £21.33 per hour, Umbrella £27.08 per hour
• Working Model: Hybrid (2 days in the office)

We are seeking an experienced Complaints Resolution Expert to join our New Homes Customer Care team. This role is crucial in ensuring timely, high-quality responses to customer complaints and Housing Ombudsman queries. The ideal candidate will have extensive experience in managing complex complaint cases, particularly within the housing sector, and a strong understanding of regulatory standards and compliance frameworks.

• Lead on the delivery and continuous improvement of complaints handling, including Stages 1 & 2, service recovery, and Housing Ombudsman cases, in line with internal policies and procedures.
• Own and manage complaint cases across the New Homes Customer Care service, ensuring all responses are completed within agreed timeframes.
• Collaborate closely with the Complaints Team, wider colleagues, and external contractors to drive resolutions that are customer-centric and compliant.
• Conduct thorough investigations and prepare accurate, timely complaint responses that reflect empathy, clarity, and professionalism.
• Ensure that all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met or exceeded.
• Maintain clear, timely, and respectful communication with customers throughout their complaint journey.
• Take responsibility for overseeing complex queries that come through the New Homes Customer Care inbox, resolving issues efficiently and within required deadlines.

• Proven experience in complaint resolution, particularly within the housing sector.
• Strong understanding of regulatory standards and compliance frameworks.
• Excellent communication skills, with the ability to convey empathy, clarity, and professionalism.
• Ability to manage complex cases and meet/exceed KPIs and SLAs.
• Experience in inbox management and handling complex queries efficiently.

• Competitive hourly rate.
• Opportunity to work in a dynamic and supportive environment.
• Gain extensive experience in handling high-level complaint resolutions.