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- Tasks: Manage and respond to complaints via email, ensuring clarity and empathy.
- Company: Join Goodlord, a mission-driven company transforming the renting experience in the UK.
- Benefits: Enjoy 25 days holiday, a £1000 development fund, and bi-weekly mental health coaching.
- Other info: Work in a supportive environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving the renting experience for thousands of tenants.
- Qualifications: Experience in complaint handling and excellent written communication skills are preferred.
The predicted salary is between 30000 - 42000 £ per year.
Please note before you apply: You will need to be able to travel to one of our offices (Sheffield, London, or Lincoln) every other month. We will let you know which one in advance and travel is paid for by Goodlord.
This role involves primarily written communication; you will be managing and responding to complaints via email rather than over the phone. It would suit someone who enjoys crafting clear, thoughtful written responses and investigating issues in detail.
Our mission: Two in five people in the UK rent their homes. Goodlord's mission is to provide them with the best renting experience in the world. We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution.
Like all scale-ups, it has been a bit of a rollercoaster journey, but we are now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products, and 350+ Goodlordians across the group supporting the mission!
The Opportunity:
- Management of the complaints inbox ensuring complaints are recorded and acknowledged within required timeframes and escalations to other departments are completed in a timely manner.
- Receiving, acknowledging and handling complaints in accordance with regulatory requirements and internal policies.
- Maintaining complete and accurate records of all complaints.
- Investigate complaints thoroughly and impartially through the gathering of relevant information from internal systems and teams.
- Communicate clearly and empathetically with customers throughout the complaint handling process, drafting high-quality written responses which address all aspects of the complaint.
- Identifying trends and recurring issues, escalating these to relevant departments for process improvements.
What we need from you:
- Some commercial experience of complaint handling, ideally within a regulated firm but not essential.
- Knowledge and understanding of FCA regulation, ideally within the Insurance sector.
- Ability to mentor other members of the team to drive improvements and efficiencies across the team.
- Excellent verbal and written communication.
- Ability to read various charts and reports to reach informed conclusions.
- Attention to detail, ensuring clarity in communications and accurate record keeping to assist with complaints reporting.
- An ability to show initiative and make appropriate decisions within a framework.
- You are proficient using different cloud-based platforms and systems.
What’s in it for you:
- Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you will learn loads and develop both personally and professionally at Goodlord too!
- Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health.
- 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage all Goodlordians to take full advantage of their annual leave entitlement.
- Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals.
What’s next? If you are ready to help us provide the best renting experience in the world, then click apply (2–3 minutes)! A full job spec is available on request. Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment. In fact, one of our core values is to bring our whole selves to work, which is really important to us. If there is anything you need to participate fully in the interview process, we would like to hear about that too, please just include it in your application. Come and join us!
Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer. Regrettably, we are not able to provide sponsorship for this role. No agencies please - we have tried and trusted partners we would turn to should we require support.
Complaints Handler employer: Goodlord group
Contact Detail:
Goodlord group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Get to know Goodlord's mission and values inside out. When you’re chatting with us, show how your personal goals align with making renting simple and transparent. It’ll help us see you as a perfect fit for the team!
✨Tip Number 2
Practice your written communication skills! Since this role is all about crafting clear and thoughtful responses, try drafting replies to common complaints you might encounter. This will help you feel more confident when it comes to impressing us.
✨Tip Number 3
Be ready to discuss your experience with complaint handling. Think of specific examples where you’ve turned a negative situation into a positive outcome. We love hearing about how you’ve made a difference!
✨Tip Number 4
Don’t forget to check out our website for any updates or additional info about the role. Applying through our site not only shows your interest but also gives you a chance to explore more about what we do at Goodlord!
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Craft Your Responses: Since this role is all about written communication, take your time to craft clear and thoughtful responses. Show us your ability to address complaints with empathy and detail, as this will be key in your application.
Showcase Your Experience: If you've got any experience in complaint handling, especially in a regulated environment, make sure to highlight it! We want to see how you’ve tackled issues in the past and what you learned from those experiences.
Be Detail-Oriented: Attention to detail is crucial for this role. When filling out your application, ensure that all your information is accurate and that your writing is free from errors. This reflects your ability to maintain clear records and communications.
Apply Through Our Website: We encourage you to apply directly through our website. It’s quick and easy, and it helps us keep track of your application. Plus, we love seeing candidates who are proactive about joining our mission!
How to prepare for a job interview at Goodlord group
✨Know Your Stuff
Familiarise yourself with Goodlord's mission and values. Understand the complaints handling process and FCA regulations, as this will show your commitment to providing a transparent renting experience. Research common complaints in the industry to demonstrate your proactive approach.
✨Craft Clear Responses
Since the role focuses on written communication, practice drafting clear and empathetic responses to potential complaints. Use examples from your past experience to illustrate how you’ve handled similar situations effectively. This will showcase your ability to communicate thoughtfully.
✨Show Attention to Detail
Pay close attention to the details in the job description and prepare to discuss how you ensure accuracy in your work. Bring examples of how you've maintained records or identified trends in previous roles, as this will highlight your organisational skills and attention to detail.
✨Be Ready to Collaborate
Goodlord values teamwork, so be prepared to discuss how you can mentor others and drive improvements within the team. Think of specific instances where you’ve worked collaboratively to resolve issues or improve processes, as this will demonstrate your ability to contribute positively to the team dynamic.