Senior Complaints Handler Social Housing Repairs

Dunstable, Bedfordshire Up to 35,000 (subject to experience) + Benefits Do you have experience managing complaints from start to finish? At Gilmartins, we deliver repairs and maintenance services to thousands of residents on behalf of housing associations across London and the South East. We''re looking for an experienced Complaints Handler who can take ownership of complaints from initial contact through to successful resolution, ensuring residents receive excellent customer service every step of the way. This is not a call centre role. We''re looking for someone who can investigate issues, coordinate solutions, communicate confidently with residents and clients, and drive improvements to prevent complaints from recurring. What you''ll be doing Managing complaints from initial receipt through to final resolution. Investigating service failures by liaising with planners, supervisors and operatives. Reviewing job histories, notes and timelines to establish root causes. Keeping residents, housing officers and clients informed throughout the process. Producing clear and professional written responses. Arranging corrective actions and ensuring vulnerable residents are prioritised appropriately. Monitoring deadlines and ensuring complaints are resolved within agreed service levels. Maintaining accurate records and producing reports for management. Identifying trends and recommending improvements to reduce future complaints. What we''re looking for Previous experience ..... full job details .....