Complaint Handler - Housing

Complaint Handlers focusing on housing. Offering hybrid working within the Sandwell area - ASAP start Your new company Due to a significant increase in housing-related complaints, Sandwell Council are expanding their Housing Resolutions Team. We''re looking for five dedicated Complaint Handlers to help deliver high-quality and timely responses to complaints and reduce pressure on their current team.Your new role You''ll be responsible for managing a caseload of housing complaints, with a strong focus on customer service and resolution. While many complaints relate to housing repairs, you''ll handle a wide range of housing issues. You''ll be supported with training in housing legislation and provided with tools to succeed.As a Complaint Handler, you will be responsible for triaging new complaints within five working days of receipt and ensuring that accepted complaints are investigated and resolved within ten working days, including making direct contact with the complainant. You will liaise with contractors and, when necessary, attend property visits to support the resolution process. A key part of the role involves drafting and issuing resolution letters, using a provided template alongside your own written communication skills. You will also be expected to maintain accurate records, ensure compliance with service level agreements (SLAs), and collaborate with internal teams to identify recurring issues and contribute to service improvements.Location: Roway Lane, Hybrid (2 ..... full job details .....