Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the go-to person for handling customer complaints and ensuring satisfaction.
- Company: Join Bernicia, a leading housing provider dedicated to helping people find great homes.
- Benefits: Enjoy 28 days of leave, remote work options, and discounts on everyday expenses.
- Why this job: Make a real impact by improving customer service and shaping positive experiences.
- Qualifications: No experience needed, just strong communication skills and a passion for helping others.
- Other info: This is a temporary maternity cover role with a supportive team culture.
The predicted salary is between 15100 - 20000 £ per year.
Job Description
Complaints Handler
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
Complaints Handler
Location: Ashington
Contract: Permanent
Hours: 37 per week
Salary: £25,947 per annum.
Closing Date: 28th April 2025, 5PM
Are you passionate about delivering excellent customer service? We believe that listening to tenant feedback and experience is invaluable to delivering, shaping and improving our service to customers.
About the role:
Bernicia has an exciting opportunity for a complaints handler who will play a pivotal role in managing customer complaints and compliments across the organisation to meet our policies and regulatory compliance.
You will liaise with colleagues around the business to investigate and co-ordinate a satisfactory outcome for the customer.
The overall purpose of this role is to be the first point of contact for customer complaints. Through investigations and complaint response, this role will be key in listening to customer feedback and reaching positive outcomes.
Key Responsibilities:
- Driving the delivery of excellent customer complaint handling, including listening, and proactively investigating customer complaints.
- Writing high quality complaint responses and managing end to end complaint cases
- Identifying trends, areas of improvement and training needs to develop and improve a high-quality service for customers.
- Meet regulatory requirements set by the Housing Ombudsman Service
About you:
For this role, we are looking for someone with the following skills and experience:
- Ideally complaint handling experience but not essential
- Ability to research, investigate and analyse information
- Be confident in writing response letters and emails
- Listening and empathy skills
- Excellent interpersonal and influencing skills, with the ability to maintain good relationships with internal and external stakeholders.
- A good understanding of regulatory requirements and standards for complaint handling, as well as GDPR and data protection.
The Benefits:
- 28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.
- Working from home where business needs allow, up to 2 days per week.
- Health cash plan membership so you can save money by claiming cash back over £1000 each year – towards essential healthcare such asdental, optical, physio and loads more. Well also cover the costs of including any dependent children in the scheme up to the age of 21 or 24 if in full time education that you may have.
- 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.
About us:
- Were all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
- Weve built Bernicia to be a business that people want to be a part of. Were one of the North Easts largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
- Everything about Bernicia is people focused, thats why weve held the Investors in People Gold Award since 2010.
- We operate within a set of simple, but effective values, which blend perfectly to create our unique Bernicia Way culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.
Please note you may be required to drive for business, if this forms a requirement of the role.
If this is required, you will be required to hold a current and valid driving licence.
For more information regarding this role, please contact:
Gillian Hamilton Customer Relationship Manager:
Tel: 0191 238 3932
We reserve the right to close this recruitment campaign earlier than the stated closing date should we receive a large number of applicants, similarly this may be extended if required.
__________________________________________________________________
The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.
JBRP1_UKTJ
Complaints Handler employer: Bernicia
Contact Detail:
Bernicia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarize yourself with the regulatory requirements and standards for complaint handling, especially those set by the Housing Ombudsman Service. This knowledge will not only help you understand the role better but also demonstrate your commitment to compliance during the interview.
✨Tip Number 2
Practice your listening and empathy skills. Since this role involves managing customer complaints, being able to effectively listen and respond to customer concerns is crucial. Consider role-playing scenarios with friends or family to enhance these skills.
✨Tip Number 3
Research Bernicia's values and culture. Understanding their people-focused approach and the unique 'Bernicia Way' will allow you to align your responses and show how you can contribute positively to their team.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully handled complaints or resolved conflicts. Being able to share specific instances will showcase your problem-solving abilities and interpersonal skills, which are key for this position.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Complaints Handler position. Understand the key responsibilities and required skills, as this will help you tailor your application to highlight relevant experiences.
Highlight Relevant Experience: If you have experience in complaint handling or customer service, make sure to emphasize this in your CV and cover letter. Use specific examples that demonstrate your ability to manage complaints effectively and deliver excellent customer service.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for customer service and your understanding of the importance of listening to tenant feedback. Mention how your skills align with the role's requirements, particularly in writing responses and investigating complaints.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial for a role focused on communication and customer interaction.
How to prepare for a job interview at Bernicia
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering excellent customer service. Share examples from your past experiences where you successfully handled complaints or improved customer satisfaction.
✨Demonstrate Your Investigative Skills
Be prepared to discuss how you approach investigating complaints. Highlight your ability to research and analyze information effectively, as this is crucial for the role.
✨Practice Writing Responses
Since writing high-quality complaint responses is a key responsibility, practice drafting response letters or emails. This will help you convey your communication skills during the interview.
✨Understand Regulatory Requirements
Familiarize yourself with the regulatory requirements related to complaint handling, including GDPR and data protection. Being knowledgeable in these areas will demonstrate your readiness for the role.
