Complaints handler in London

Overview

Complaints Handler – Office Based, Location: Kingston, Salary: Up to £32,000. We are currently recruiting for an experienced Complaints Handler to join a busy, fast-paced team within the property and housing sector. This is a fully office-based role in Kingston, offering the opportunity to play a key role in delivering excellent customer service and resolving complex customer issues. This position would suit someone with a strong background in complaints, ideally within social housing, property services, or a related environment, who is confident managing cases from initial contact through to resolution.

Responsibilities

• Managing customer complaints from receipt through to resolution in line with company procedures and regulatory standards
• Investigating complaints thoroughly, gathering evidence and liaising with internal teams to establish facts
• Drafting clear, professional written responses to customers
• Ensuring complaints are handled within agreed timeframes and service standards
• Maintaining accurate records and updating internal systems
• Identifying recurring issues and supporting service improvements
• Providing a professional and empathetic approach when dealing with customers experiencing service issues

Qualifications

• Previous experience handling customer complaints in a professional environment
• Strong written communication skills with experience drafting formal responses
• Excellent investigation and problem-solving abilities
• Ability to manage a high volume of cases while maintaining attention to detail
• Confident liaising with internal departments to resolve issues
• Experience within social housing, property services, or repairs and maintenance would be highly desirable

Additional Information

• Office-based role in Kingston (no hybrid working)
• Salary up to £32,000 depending on experience
• Opportunity to join a growing team within a well-established organisation

This is an excellent opportunity for a complaints professional who enjoys problem solving and delivering fair, customer-focused outcomes.

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