Job Description

Complaints Handler

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Complaints Handler

Ashington

Salary: £13,466.50 per annum

Hours: 18.5 per week, Monday, Friday and half day Wednesday

Contract: Temporary

Closing Date: 5PM Friday 5th June 2026.

We’re looking for a passionate and customer-focused Complaints Handler to join our team. In this role, you’ll play a key part in ensuring our customers receive a high-quality, fair and efficient complaints service, supporting them through resolution with empathy and professionalism.

You’ll be responsible for managing complaints from end to end, from initial acknowledgement through to investigation and response, helping us continuously improve the services we provide.

Role Benefits:

·28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.

·Working from home one day per week

·Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We’ll also cover the costs of including any dependent children in the scheme – up to the age of 21 or 24 if in full time education – that you may have.

·Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.

·Generous pension scheme with life insurance of 3 x salary

About the Complaint Handler Role:

This role will involve:

Managing and coordinating customer complaints and compliments

Liaising with customers daily to keep them updated and supported throughout their complaint

Acknowledging and responding to complaints within strict timescales

Liasing with our repairs team to investigate issues

Supporting a range of service areas with complaints support and guidance

Working with internal teams to resolve issues quickly and effectively

Providing clear, accurate and timely written responses to customers

Maintaining accurate records and updating of systems

Identifying opportunities to improve services and the customer experience

Your Experience:

We’re looking for someone who is empathetic, organised and thrives in a fast-paced, customer-focused environment.

Successful candidates will need:

Essential:

Complaint handling experience within a regulated environment

Excellent interpersonal skills both written and verbal

Ability to emphasise and build relationships with customers and staff

·Strong organisational skills with the ability to manage deadlines

·Experience working in a target-driven or task-based environment

Desirable:

Social Housing Experience

·Experience of working independently while collaborating across

About us:

·We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.

·We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.

We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

Interviews will be taking place week commencing 22nd June 2026

We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.

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The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia