Complains Handler - Repairs / Social Housing

Complains Handler - Repairs / Social Housing

  • Location


  • Sector:

    Housing Maintenance Trades

  • Job type:


  • Salary:

    £24k - 25k per year

  • Contact:

    Chris Kelly

  • Contact email:


  • Contact phone:


  • Job ref:


  • Published:

    9 months ago

  • Expiry date:


Complaints Handler 

Location: Slough

Hours: 8:00am – 5:00pm

I am looking for an experienced complaints handler to work for a housing maintenance contractor based in Slough. You will need to be able to understand fully your customers’ needs, identifying and working to remove pain points, and always doing what you say you will.

Key Responsibilities

  • Receive and log all incoming complaints (stage 1/2, MP and Disrepair) and service requests via the central complaint’s inbox
  • Update/maintain the complaints spreadsheet (daily)
  • Send regular updated complaints log to required supervisors/management internally and to the client at agreed dates
  • Hit targeted timeframes requested ensuring all information required is provided
  • Send letters as and when required to residents
  • Update the Accuserv/Dynamics system job notes and ensure the planners/Ops are aware the job is a complaint/MP etc
  • Full investigations of repairs history via the system
  • Raise relevant required jobs/recalls
  • Job allocation to designated DLO/Subbies ensuring job is locked-in and confirmed
  • Ensure the Quality Inspector attends site upon new cases and reports back required work
  • Ensure all back-up data is saved on the shared server including reports and pictures required
  • Keep regular checks on all jobs in progress
  • Raise any concerns noted with relevant supervisor/manager (example: repeat issues with one operative/subcontractor, trends arising etc)
  • Ensure jobs are post inspected upon completion of works
  • Liaise with residents as and when required
  • Aid team members and the client as and when required on any questions/queries
  • Aid in enquiries, queries etc during quieter periods
  • Work closely and professionally with operational, planning and administration teams
  • Flexibility of shift cover if last minute AL, sickness etc
  • One Improvement Opportunity per person, per month required
  • Attend team meetings as and when required
  • Report to work within set shift times and call Manager in advance if any problems/delays

The ideal candidate will come from a responsive repairs and complaints coordination background. You must be confident, highly organised and excellent customer service skills.

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