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- Tasks: Handle complaints with empathy and provide excellent customer service to residents.
- Company: Join Broadland Housing Association, a top-rated employer in the UK.
- Benefits: Enjoy enhanced annual leave, a generous pension scheme, and wellness perks.
- Other info: Flexible hybrid working environment with great training opportunities.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in social housing and strong communication skills are essential.
The predicted salary is between 32558 - 34635 £ per year.
Salary: Starting Salary at £32,558, with future progression opportunities to £34,635 per annum
Shift Hours: Permanent
Agile Hybrid Homeworking - Based at any of our offices (Norwich, Gt Yarmouth, Dereham or Kings Lynn)
Full time, 37 hours a week, Monday – Friday
About the role
We have an exciting opportunity for a Complaints Handler to join our team. This role plays a key part in ensuring that complaints are handled efficiently and effectively, managing the administrative process to help Broadland maintain compliance with complaint-handling requirements.
Some of the main duties of the role will be:
- To provide excellent customer service when interacting with complainants, adhering to our service standards and meeting the diverse needs of our residents.
- To provide feedback to the Customer Experience Manager to ensure continuous improvement of processes.
- Responding to, investigating and resolving stage 1 complaints, MP, Councillor or executive enquiries from start to finish within the required timescale; keeping the Customer Experience manager informed at all times.
- To collate detailed information to respond to requests from the Housing Ombudsman Service.
- To ensure complaints are responded to and acknowledged in a timely, empathetic and friendly way, considering the needs of the individual residents.
About You
The successful candidate will have a strong knowledge and experience within the social housing sector. Have experience working within a busy and fast-paced environment, be organised and self-motivated with excellent communication (both written and verbal) skills. The ideal candidate will have experience in administration and exceptional customer service skills. An understanding of dealing with complaints from the first stage and working within a complaints team would be beneficial. You will be a strong impartial active listener.
All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours.
About Us
Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England.
We are a Hybrid Homeworking employer and provide the team with the tools to work from home (approx. 60% home and 40% office split). As the role requires attendance at Broadland premises candidates must live within a 75-minute commute of their contracted office location.
We offer staff many great benefits such as:
- Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
- Generous contributory pension scheme.
- Access to an Employee Assistance Programme to support you when you need it!
- Health Cash Plan – claiming for things such as eye tests and prescriptions as well as many other wellness and money saving perks.
- Utilities allowance to support hybrid home workers.
- Lots of training opportunities.
- And many more – Please see our benefits document available on our website!
For full details or if you have any questions regarding this role or any other vacancies at Broadland Housing Association, please contact our recruitment line and leave a message or email.
Closing date: Midnight on Wednesday 22 April 2026
Complaints Handler, Permanent employer: Broadland Housing
Contact Detail:
Broadland Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler, Permanent
✨Tip Number 1
Get to know the company before your interview! Research Broadland Housing Association, their values, and what they stand for. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your active listening skills. As a Complaints Handler, you'll need to demonstrate empathy and understanding. Try mock interviews with friends or family to hone this skill and get comfortable responding to different scenarios.
✨Tip Number 3
Prepare examples from your past experiences that showcase your customer service skills and how you've handled complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨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 proactive and serious about joining the Broadland team.
We think you need these skills to ace Complaints Handler, Permanent
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Handler role. Highlight your experience in customer service and complaint handling, as this will show us you understand what we're looking for.
Showcase Your Skills: We want to see your excellent communication skills shine through in your application. Use clear and concise language, and don’t forget to mention any relevant experience in the social housing sector!
Be Personable: When writing your cover letter, let your personality come through! We value empathy and a friendly approach, so share a bit about why you’re passionate about helping others and resolving complaints.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Broadland Housing
✨Know Your Stuff
Make sure you brush up on your knowledge of the social housing sector. Familiarise yourself with common complaints and how they should be handled. This will show that you're not just interested in the role, but that you understand the challenges involved.
✨Showcase Your Communication Skills
As a Complaints Handler, excellent communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations. Practising your responses can help you sound confident and articulate during the interview.
✨Demonstrate Empathy
Since you'll be dealing with complaints, it's crucial to convey empathy. Think of scenarios where you've had to handle sensitive issues and how you approached them. Be ready to discuss how you would ensure complainants feel heard and valued.
✨Ask Insightful Questions
Prepare some thoughtful questions about the role and the company culture. This shows your genuine interest in the position and helps you assess if it's the right fit for you. Consider asking about the team dynamics or how success is measured in the complaints handling process.