Complaints Team Leader – Social Housing Repairs & Maintenance
Based in Billericay
Permanent, full time position
£34,500 per annum
Here at Howells we are working with a leading social housing repairs and maintenance contractor to recruit a proactive and experienced Complaints Team Leader for their busy Billericay-based contact centre. This is a fantastic opportunity for a highly organised individual to take ownership of customer complaints and service improvement initiatives while leading a team of administrators handling Stage 1, Stage 2, and Ombudsman complaints.
Role Responsibilities
- Overseeing the daily administration of complaints and dissatisfaction surveys received via email, website, live chat, and Trustpilot.
- Ensuring all complaints are processed in line with internal procedures, including investigation by the appropriate management teams.
- Accurately monitoring and recording all complaints to ensure deadlines are met and progress is tracked.
- Providing guidance and support to operational staff, especially in handling complex or sensitive cases.
- Maintaining up-to-date records for Stage 1, Stage 2, Ombudsman, Aftercare issues, and dissatisfaction surveys.
- Supporting the development of a central feedback system for complaint tracking and ISO‑compliant reporting.
- Liaising with staff and managers to gather information, clarify procedures, and ensure thorough investigations.
- Assisting with the coordination of training, such as virtual sessions and customer care workshops.
- Working alongside the client team to support complaint responses and case reviews.
- Producing reports and data insights for the Senior Management Team and Board as required.
- Analysing customer feedback to identify service trends and propose improvements.
Candidate Profile
The ideal candidate will be experienced in complaints handling within a customer service or contact centre environment – preferably in the social housing or maintenance sector. This role requires strong leadership skills, an analytical mindset, and the ability to foster a positive and efficient working culture.
Essential Skills & Experience
- Strong people management and interpersonal skills
- Proven experience in complaints handling or customer service operations
- Excellent written and verbal communication
- Strong analytical, IT, and project management skills
What’s in It for You?
You’ll be joining a modern, people‑focused business that recognises the value of its team. In return, you will receive:
- A competitive salary of £34,500 per annum
- 26 days annual leave plus bank holidays
- Enhanced pension plan
- Enhanced Maternity & Paternity Pay
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