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, dedicated to helping people find homes.
- Benefits: Enjoy 28 days annual leave, health cash plan, gym discounts, and a generous pension scheme.
- Other info: Flexible working options and a supportive team culture await you!
- Why this job: Make a real difference by supporting customers through their complaints and improving services.
- Qualifications: Experience in complaint handling and excellent interpersonal skills are essential.
The predicted salary is between 13466 - 13466 £ per year.
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.
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 are looking for a passionate and customer-focused Complaints Handler to join our team. In this role, you will 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 will 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 will 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 the Complaint Handler Role:
This role will involve:
- 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 are looking for someone who is empathetic, organised and thrives in a fast-paced, customer-focused environment. Successful candidates will need:
- Essential: Complaint handling experience within a regulated environment
- Excellent interpersonal skills both written and verbal
- Ability to empathise 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
About us:
We are 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 have built Bernicia to be a business that people want to be a part of. We are 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. 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.
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 Northumberland employer: Bernicia
Bernicia is an exceptional employer, dedicated to fostering a supportive and inclusive work environment in Ashington. With a strong focus on employee well-being, we offer generous benefits such as 28 days of annual leave, health cash plan membership, and opportunities for professional growth within our customer-centric culture. Join us in making a meaningful impact in the lives of over 60,000 customers while enjoying a collaborative atmosphere that values integrity and accountability.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Northumberland
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Bernicia. Understand their values and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses! Think about common interview questions for a Complaints Handler role and prepare your answers. Use examples from your past experiences to demonstrate your skills in handling complaints and building relationships with customers.
✨Tip Number 3
Show your empathy! In this role, being customer-focused is key. During the interview, share stories that highlight your ability to empathise with customers and resolve their issues effectively. This will make you stand out as a candidate who truly cares.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Complaints Handler in Northumberland
Some tips for your application 🫡
Complete the Online Application Form:Make sure you fill out the online application form completely. We want to see all your skills and experiences, so don’t leave anything out that could help us understand why you’d be a great fit for the Complaints Handler role.
Showcase Your Empathy:In your written application, highlight your ability to empathise with customers. We’re looking for someone who can connect with people and handle complaints with care, so share examples of how you've done this in the past.
Be Clear and Concise:When writing your responses, keep it clear and to the point. We appreciate well-structured answers that get straight to the heart of the matter. This shows us you can communicate effectively, which is key for this role.
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 the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at Bernicia
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understanding Bernicia's mission and how they support their customers will help you align your answers with their expectations and show that you're genuinely interested in the role.
✨Prepare for Common Questions
Think about the types of questions you might be asked, especially around complaint handling and customer service. Prepare specific examples from your past experience that demonstrate your empathy, organisational skills, and ability to manage complaints effectively.
✨Showcase Your Communication Skills
As a Complaints Handler, strong communication is key. Practice articulating your thoughts clearly and confidently. During the interview, make sure to listen actively and respond thoughtfully to the interviewer's questions, showcasing your interpersonal skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and helps you understand more about the team and the company culture. Consider asking about how they measure success in the complaints process or what challenges the team currently faces.
