Complaints Handler

Complaints Handler

OA are recruiting for a Complaints Handler to join our client’s successful and growing team.

The job holder is expected to act as first contact for complaints processes, identifying where cases can be easily resolved; taking steps to decline, resolve or initially accept cases, and move them through the complaints process, adhering to timelines and quality standards.

Location: Borehamwood

Hours: Full-time, 9am – 5:30pm, Monday to Friday. Hybrid working: 3 days in the office and 2 days from home after a successful 6-month probation period.

Salary: Up to £26,000 – depending on experience

Complaints Handler Benefits:

• 23 days holiday + UK bank holidays
• Life assurance
• Private health care for you and dependents
• Employee assistance programme, including GP line, cashback for treatments, advice line
• Season ticket loan
• Rental deposit loan
• Annual leave purchase scheme

Complaints Handler Key Responsibilities:

• Respond to complainants and members with initial advice on disputes, including whether to accept, resolve, or decline cases.
• Draft and respond to emails, letters, and calls from relevant parties.
• Manage incoming post and emails, ensuring timely processing and access for case assessors.
• Monitor case volumes and flag potential backlogs or resourcing issues.
• Check and process all case evidence accurately and in line with procedures.
• Allocate cases to assessors on time, escalating any delays as needed.
• Support assessors with casework tasks, such as responding to enquiries, preparing cases, and handling review requests.
• Maintain accurate records, logs, and manage email channels.
• Ensure timely franking of post and proper processing of payments.
• Provide general support to the Membership and Compliance teams as needed.

Complaints Handler Skills and Experience:

• Strong English, maths, and communication skills (written and verbal)
• Excellent customer service and telephone manner
• High attention to detail and quality standards
• Good analytical, planning, and time management skills
• Team player with the ability to build strong working relationships
• Complaint handling experience in a customer service setting
• Proficient in Microsoft Office (Excel, Word, PowerPoint); quick to learn new systems
• Property sector experience, particularly private rentals, is helpful but not essential

If you have strong customer service and complain resolution skills and are looking to join a company that supports and offers growth opportunities, please apply online with your CV.

BARNPERM

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Thank you for your interest in this vacancy, which is being advertised by OA Group, who are acting as an employment agency / business. Your application will be considered in competition with others and we will contact you within 3 working days.