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Elsdon Mews Logo Elsdon Mews · Customer Service

Complaints Handler

United Kingdom, Ashington 13466.50 GBP / Year · Job Posted May 31, 2026
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Job Description

We’re looking for a passionate and customer-focused Complaints Handler to join our team. In this role, you’ll play a key part in ensuring our customers receive a high-quality, fair and efficient complaints service, supporting them through resolution with empathy and professionalism. You’ll be responsible for managing complaints from end to end, from initial acknowledgement through to investigation and response, helping us continuously improve the services we provide.

Job Responsibility

  • Managing and coordinating customer complaints and compliments
  • Liaising with customers daily to keep them updated and supported throughout their complaint
  • Acknowledging and responding to complaints within strict timescales
  • Liasing with our repairs team to investigate issues
  • Supporting a range of service areas with complaints support and guidance
  • Working with internal teams to resolve issues quickly and effectively
  • Providing clear, accurate and timely written responses to customers
  • Maintaining accurate records and updating of systems
  • Identifying opportunities to improve services and the customer experience

Requirements

  • Complaint handling experience within a regulated environment
  • Excellent interpersonal skills both written and verbal
  • Ability to emphasize and build relationships with customers and staff
  • Strong organisational skills with the ability to manage deadlines
  • Experience working in a target-driven or task-based environment

Nice to have

  • Social Housing Experience
  • Experience of working independently while collaborating across

What we offer

  • 28 days annual leave (plus bank holidays) for full time employees
  • pro-rata to part time employees
  • Working from home one day per week
  • Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more
  • Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more
  • Generous pension scheme with life insurance of 3 x salary
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