Customer Complaints Specialist - Housing

Location: Predominantly Remote (Work From Home)
Contract: Ongoing Temporary Assignment
Start Date: Immediate Start Available
Hours: Full Time

Pay Rates

London-Based Candidates (Inside M25)

• £16.16 per hour PAYE
• £20.47 per hour Umbrella
• Occasional office attendance in Penge

National Candidates (Outside M25)

• £14.79 per hour PAYE
• £18.70 per hour Umbrella
• Occasional office attendance in Maidstone

About the Role

We are currently recruiting for a Housing Customer Complaints Specialist to join a leading housing organisation on an ongoing temporary basis.

This is a predominantly remote role where you will play a key part in ensuring customer satisfaction by managing and resolving complaints effectively and empathetically. You will investigate complex customer issues, liaise with internal stakeholders, and provide timely resolutions in line with company policies and regulatory requirements.

This is an excellent opportunity for candidates with complaints handling experience, particularly within social housing, housing associations, customer service, public sector, or regulated environments.

Key Responsibilities

• Investigate and resolve customer complaints and escalations.
• Deliver outstanding customer service while managing complex cases.
• Ensure complaints are handled in accordance with regulatory requirements and internal procedures.
• Act as the primary point of contact throughout the complaint journey.
• Communicate with customers via telephone, email and written correspondence.
• Manage customer expectations and provide regular updates on case progress.
• Maintain accurate records and update CRM systems.
• Liaise with internal departments to gather information and drive resolutions.
• Identify recurring issues and opportunities for service improvement.
• Escalate cases where necessary and seek appropriate approvals.

About You

To be successful in this role, you will have:

• Previous complaints handling experience.
• Excellent written and verbal communication skills.
• Strong investigation and problem-solving abilities.
• Experience dealing with sensitive and complex customer issues.
• Ability to work independently in a remote environment.
• Strong organisational skills and attention to detail.
• Experience using CRM systems and maintaining accurate records.

Desirable

• Housing Association or Social Housing experience.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Understanding of consumer regulations within housing.
• Experience working within a regulated customer service environment.

What's on Offer?

• Predominantly remote working.
• Immediate start.
• Competitive hourly rates.
• Ongoing temporary assignment.
• Opportunity to work for a respected housing organisation.
• Meaningful role making a positive impact on customer experience.

Interested?

Apply today with your updated CV