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:
- 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
For more information regarding this role, please contact:
Gillian Hamilton on 0191 238 3932.
We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.
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.
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