At a Glance
- Tasks: Manage customer complaints with empathy and professionalism, ensuring a high-quality service.
- Company: Join Bernicia, a leading housing provider in the North East.
- Benefits: Enjoy 28 days annual leave, health cash plan, gym discounts, and a generous pension scheme.
- Other info: Flexible working options and opportunities for personal growth in a supportive environment.
- Why this job: Make a real difference by helping customers resolve their issues and improve services.
- Qualifications: Empathy, strong communication skills, and experience in complaint handling are essential.
The predicted salary is between 13466 - 13466 £ per year.
Location: Ashington
Salary: £13,466.50 per annum
Hours: 18.5 per week, Monday, Friday and half day Wednesday
Contract: Temporary
Closing Date: 5PM Friday 5th June 2026.
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.
Role Benefits:- 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. We’ll 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
- 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
- Liaising 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
We’re looking for someone who is empathetic, organised and thrives in a fast‑paced, customer‑focused environment.
Essential:- Complaint handling experience within a regulated environment
- Excellent interpersonal skills both written and verbal
- Ability to emphasise 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
- Social Housing Experience
- Experience of working independently while collaborating across
We’re 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. We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
Interview Information:Interviews will be taking place week commencing 22nd June 2026. We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.
Equal Opportunities: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.
Complaints Handler in Ashington employer: Bernicia Group
At Bernicia, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. As a Complaints Handler in Ashington, you'll benefit from flexible working arrangements, generous annual leave, and a comprehensive health cash plan, all while contributing to our mission of providing quality housing services to the community. Join us to make a meaningful impact while enjoying a range of perks and opportunities for development in a thriving organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Ashington
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Bernicia. Understand their values and mission, especially how they support customers in need of housing. This will help you connect your experience with what they’re all about.
✨Tip Number 2
Practice your empathy skills! As a Complaints Handler, showing understanding is key. Think of examples from your past where you’ve handled complaints or difficult situations with care. Be ready to share these during your interview!
✨Tip Number 3
Prepare for scenario questions! You might be asked how you’d handle specific complaints. Think through some common scenarios and how you would approach them. This shows you’re proactive and ready to tackle challenges head-on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team at Bernicia. Let’s get you that Complaints Handler role!
We think you need these skills to ace Complaints Handler in Ashington
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in complaint handling. Use keywords from the job description to show us you understand what we're looking for.
Show Your Empathy:As a Complaints Handler, empathy is key! In your written application, share examples of how you've supported customers through tough situations. This will help us see your customer-focused approach.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting role with us.
How to prepare for a job interview at Bernicia Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Handler inside out. Familiarise yourself with common complaints processes and think about how you would handle various scenarios. This will show your potential employer that you're not just interested in the job, but that you’re prepared to tackle the challenges it brings.
✨Show Empathy
As a Complaints Handler, empathy is key. During the interview, be ready to share examples of how you've handled difficult situations with customers in the past. Highlight your ability to listen actively and respond with understanding, as this will demonstrate that you can provide the high-quality service they’re looking for.
✨Be Organised
The role requires strong organisational skills, so come prepared to discuss how you manage your time and tasks. You might want to mention any tools or methods you use to keep track of complaints and deadlines. This will reassure them that you can handle the fast-paced environment they operate in.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about their current challenges in complaint handling or how they measure success in this role. This shows that you’re genuinely interested in the position and are thinking about how you can contribute to improving their services.
