At a Glance
- Tasks: Manage customer complaints with empathy and professionalism, ensuring 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 career growth in a supportive environment.
- Why this job: Make a real difference by helping customers resolve their issues and improve services.
- Qualifications: Experience in complaint handling and excellent interpersonal skills required.
The predicted salary is between 13466 - 13466 £ per year.
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 £1,000 each year – towards essential healthcare such as dental, optical, physio and 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 × salary.
About the Complaints Handler Role
- 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.
Your 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.
Desirable
- Social Housing Experience.
- Experience of working independently while collaborating across teams.
About Us
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.
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. 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 Seaton employer: Bernicia Group
At Bernicia, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and development. 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 opportunities for personal growth and a collaborative team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Seaton
✨Tip Number 1
Get to know the company! Research Bernicia and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Complaints Handler, you'll need to be clear and empathetic. Role-play common scenarios with a friend or family member to build your confidence in handling difficult conversations.
✨Tip Number 3
Prepare questions to ask during the interview. This shows your enthusiasm and helps you gauge if the role is right for you. Think about what you want to know about the team dynamics or how they handle complaints.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your interest in the role and the company directly.
We think you need these skills to ace Complaints Handler in Seaton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in complaint handling and customer service. We want to see how your skills align with the role, so don’t be shy about showcasing your relevant experience!
Show Your Empathy:As a Complaints Handler, empathy is key! Use your written application to demonstrate your understanding of customer needs and how you’ve successfully resolved issues in the past. This will help us see your passion for providing excellent service.
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. Remember, we’re looking for someone who can provide clear, accurate, and timely responses to customers!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Bernicia!
How to prepare for a job interview at Bernicia Group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Complaints Handler role. Familiarise yourself with the key responsibilities, such as managing complaints and liaising with customers. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Empathy
As a Complaints Handler, empathy is crucial. Prepare examples from your past experiences where you've successfully handled customer complaints with understanding and professionalism. This will highlight your ability to connect with customers and resolve issues effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle specific complaints or challenging situations. Practising your responses will help you articulate your thought process and problem-solving skills clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for complaint management, or how they measure success in this role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
