At a Glance
- Tasks: Manage complaints from start to finish, ensuring excellent service for residents.
- Company: Gilmartins, a growing business in social housing repairs.
- Benefits: Up to £35,000 salary, supportive team, and career development opportunities.
- Other info: Dynamic role with ownership and the chance to drive improvements.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Experience in complaint handling and strong communication skills required.
The predicted salary is between 35000 - 40000 £ per year.
Dunstable, Bedfordshire
Up to £35,000 (subject to experience) + Benefits Do you have experience managing complaints from start to finish?
At Gilmartins, we deliver repairs and maintenance services to thousands of residents on behalf of housing associations across London and the South East.
We're looking for an experienced
Complaints Handler who can take ownership of complaints from initial contact through to successful resolution, ensuring residents receive excellent customer service every step of the way.
This is not a call centre role.
We're looking for someone who can investigate issues, coordinate solutions, communicate confidently with residents and clients, and drive improvements to prevent complaints from recurring.
What you'll be doing
Managing complaints from initial receipt through to final resolution.
Investigating service failures by liaising with planners, supervisors and operatives.
Reviewing job histories, notes and timelines to establish root causes.
Keeping residents, housing officers and clients informed throughout the process.
Producing clear and professional written responses.
Arranging corrective actions and ensuring vulnerable residents are prioritised appropriately.
Monitoring deadlines and ensuring complaints are resolved within agreed service levels.
Maintaining accurate records and producing reports for management.
Identifying trends and recommending improvements to reduce future complaints.
What we're looking for
Previous experience handling complaints end-to-end.
Experience within social housing, repairs and maintenance, property services or a similar environment would be highly desirable.
Excellent communication and customer service skills.
Ability to de-escalate challenging situations and build positive relationships.
Strong investigation and problem-solving skills.
Confidence dealing with residents, clients and internal operational teams.
Good organisational skills and the ability to manage multiple cases simultaneously.
Experience producing professional written responses and maintaining accurate records.
Why join Gilmartins?
Established and growing business.
Supportive team environment.
Opportunity to make a genuine difference to residents' experiences.
Varied and rewarding role with real ownership.
Long-term career development opportunities.
If you have experience managing complaints from receipt to resolution and are passionate about delivering outstanding customer service, we'd love to hear from you.
Apply today and become part of the Gilmartins team.
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Senior Complaints Handler Social Housing Repairs in London employer: Gilmartins
Gilmartins is an exceptional employer that values its employees and fosters a culture of recognition and growth. With a modern office environment in Houghton Regis, we offer clear progression opportunities, a competitive salary and bonus structure, and the autonomy to lead and improve contract performance. Join us to be part of a supportive team dedicated to delivering high-quality service in the social housing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Handler Social Housing Repairs in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gilmartins. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gilmartins before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Complaints Handler Social Housing Repairs in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gilmartins:Your cover letter is your chance to shine! Tell us why you want to work at Gilmartins specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gilmartins!
How to prepare for a job interview at Gilmartins
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
