Senior Complaints Handler in Surrey

Senior Complaints Handler Surrey Interim until March 2027 250 per day (umbrella) If you re an experienced complaints professional who thrives on bringing clarity, fairness and calm to complex situations, this interim Senior Complaints Handler role offers the chance to make a real impact within a busy, resident focused housing service. You ll take ownership of high level complaints, member enquiries and Ombudsman cases, ensuring responses are thorough, balanced and fully aligned with regulatory expectations. This is a role for someone who can confidently navigate sensitive issues, manage competing deadlines and support a positive complaints culture built on transparency and learning. The Role As Senior Complaints Handler, you will be responsible for managing and resolving the organisation s most complex and high risk cases. You ll work closely with service managers, operational teams and senior leaders to ensure complaints are investigated properly, responded to professionally and used to drive service improvement. Key responsibilities include: * Leading on Stage 1 and Stage 2 complaints, ensuring timely, high quality responses * Managing Housing Ombudsman enquiries, including evidence collation, drafting submissions and coordinating actions * Handling Members enquiries, providing clear, accurate and politically aware responses * Conducting t...