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 handling complaints end-to-end.
- Experience within social housing, repairs and maintenance, property services or a similar environment would be highly desirable.
- Excellent communication and customer service skills.
- Ability to de-escalate challenging situations and build positive relationships.
- Strong investigation and problem-solving skills.
- Confidence dealing with residents, clients and internal operational teams.
- Good organisational skills and the ability to manage multiple cases simultaneously.
- Experience producing professional written responses and maintaining accurate records.
Why join Gilmartins?
- Established and growing business.
- Supportive team environment.
- Opportunity to make a genuine difference to residents’ experiences.
- Varied and rewarding role with real ownership.
- Long-term career development opportunities.
If you have experience managing complaints from receipt to resolution and are passionate about delivering outstanding customer service, we’d love to hear from you.
Apply today and become part of the Gilmartins team.
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