Job title: Complaints Handler
Location: Burnley
Salary: £25-27,000 p/a (dependent on experience)
Job type: Fixed term contract (6 months) – 36.25hrs p/w

Description:
Are you a proficient, confident & customer-focused complaints handler looking for a role where you can make a real difference? We are recruiting an experienced Complaints Handler (Feedback & Resolution Officer) to join a dedicated customer experience team in Burnley, ensuring complaints are handled fairly and in line with regulatory standards, e.g. the Housing Ombudsman.

Job responsibilities:
• Log, track & categorise complaints across multiple channels
• Investigate formal complaints, liaising with internal teams & external partners
• Draft clear, empathetic communications, including formal outcome letters
• Ensure compliance with regulations, like the Housing Ombudsman’s Code & the RSH Consumer Standards (crucial)
• Analyse complaint trends to drive service improvements
• Maintain accurate records and ensure data is up to date
• Facilitate regular meetings with customer scrutiny groups to review service performance
• Encourage tenant participation in service evaluations and decision making
• Gather customer feedback, ensuring their views influence improvements
• Provide administrative support to scrutiny groups, including preparing reports
• Maximise the use of Alternative Dispute Resolution to deliver the best customer outcomes

Key requirements:
• Can handle customer complaints & tenant engagement, preferably in social housing
• Use of Alternative Dispute Resolution
• Experience with regulatory bodies, e.g. Housing Ombudsman