At a Glance
- Tasks: Manage and resolve complaints, ensuring excellent service for residents.
- Company: Gilmartins, a leading provider of housing repairs in London and the South East.
- Benefits: Competitive salary up to £35,000 plus benefits.
- Other info: Non-call centre role with opportunities for personal growth and development.
- Why this job: Make a real difference in residents' lives by improving their housing experience.
- Qualifications: Experience in complaint management 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.
Senior Complaints Handler Social Housing Repairs employer: Gilmartins
At Gilmartins, we pride ourselves on fostering a supportive and collaborative work environment where every team member is valued. As a Senior Complaints Handler in Dunstable, you will not only have the opportunity to make a real difference in residents' lives but also benefit from ongoing professional development and a competitive salary package. Our commitment to excellence in service delivery ensures that you will be part of a dynamic team dedicated to continuous improvement and customer satisfaction.
