Senior Complaints Handler

Description:

Senior Complaints Handler

Surrey

Interim until March 2027

£250 per day (umbrella)

If you’re an experienced complaints professional who thrives on bringing clarity, fairness and calm to complex situations, this interim Senior Complaints Handler role offers the chance to make a real impact within a busy, resident‑focused housing service.

You’ll take ownership of high‑level complaints, member enquiries and Ombudsman cases, ensuring responses are thorough, balanced and fully aligned with regulatory expectations. This is a role for someone who can confidently navigate sensitive issues, manage competing deadlines and support a positive complaints culture built on transparency and learning.

The Role

As Senior Complaints Handler, you will be responsible for managing and resolving the organisation’s most complex and high‑risk cases. You’ll work closely with service managers, operational teams and senior leaders to ensure complaints are investigated properly, responded to professionally and used to drive service improvement.

Key responsibilities include:

* Leading on Stage 1 and Stage 2 complaints, ensuring timely, high‑quality responses

* Managing Housing Ombudsman enquiries, including evidence collation, drafting submissions and coordinating actions

* Handling Members’ enquiries, providing clear, accurate and politically aware responses

* Conducting thorough investigations, gathering information from multiple teams and challenging where needed

* Producing well‑reasoned written outcomes that demonstrate fairness, empathy and regulatory compliance

* Identifying themes, risks and learning opportunities to support continuous improvement

* Advising colleagues on complaint handling best practice and supporting a consistent approach across the service

* Maintaining accurate case records and ensuring deadlines are met

About You

You’ll bring a strong track record in complaints handling within housing, local government or another regulated public‑facing environment. You’re confident dealing with sensitive issues, comfortable challenging internal stakeholders and able to produce polished, evidence‑based responses.

We’re looking for someone with:

* Significant experience managing complex complaints at Stage 1 and Stage 2

* Strong understanding of the Housing Ombudsman’s Complaint Handling Code

* Excellent written communication — clear, structured and empathetic

* Ability to work under pressure and manage a varied caseload

* Confidence engaging with senior leaders, elected members and external bodies

* A calm, professional approach when dealing with distressed or frustrated residents

* Strong analytical skills and a commitment to improving services

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business