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Complaints Lead

Job details
Posting date: 14 November 2025
Salary: £17.00 to £19.50 per hour
Hours: Full time
Closing date: 14 December 2025
Location: Walton-On-Thames, Surrey, KT12 1DZ
Company: Daniel Owen Ltd
Job type: Temporary
Job reference: 14112025_1763121720

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Summary

Complaints Lead
Walton-On-Thames
Temporary on going
Office based - Mon to Fri
£17 to £19.50 per hour

Social Housing Experience Needed

Daniel Owen are proud to be representing a well-known company based in the Surrey, Walton-On-Thames area who are looking for a highly skilled Complaints Lead to join their team.

Purpose of the Job - Complaints Lead

  • Act as the primary contact for residents raising complaints or service concerns, ensuring a professional and empathetic approach at all times.

  • Manage and resolve customer complaints promptly, maintaining clear and compassionate communication throughout the process.

  • Monitor and improve customer satisfaction by identifying service gaps and implementing feedback-driven improvements.

  • Maintain accurate records of all customer interactions, complaints, and resolutions using internal systems.

  • Liaise with internal teams, contractors, and clients to investigate and resolve issues effectively, fostering positive working relationships.

  • Coordinate and plan follow-ups, ensuring residents are kept informed of progress and outcomes.

  • Identify recurring issues and contribute to service improvement initiatives that enhance both customer experience and operational efficiency.

  • Prepare reports and summaries of complaint trends and customer satisfaction metrics for management review.

  • Promote and deliver social value initiatives that benefit the community and align with client expectations.

  • Support the development of a positive relationship with the client through consistent service quality, transparency, and collaboration.

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