Customer Complaints Handler
| Posting date: | 17 November 2025 |
|---|---|
| Salary: | £29,222.02 per year |
| Hours: | Full time |
| Closing date: | 01 December 2025 |
| Location: | PE30 5BU |
| Remote working: | On-site only |
| Company: | Freebridge Community Housing |
| Job type: | Permanent |
| Job reference: | RPO03686 |
Summary
Are you ready to take on an exciting role within our Customer Complaints team?
Are you passionate about delivering exceptional customer service? As a Customer Complaint Handler, you'll be at the heart of our mission to ensure a fair and impartial complaints investigation process for our valued customers. You'll be the go-to person for our complainants, leading and coordinating investigations and responses, while keeping them informed every step of the way.
This dynamic role offers you the chance to interact with all areas of our business, making a significant impact on our customers' experiences. If you're ready to take on a role that combines problem-solving, communication, and customer care, we want you on our team!
About Freebridge Community Housing:
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across west and north Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
What you’ll be doing:
• Delivering excellent customer service, ensuring the customer journey is smooth and aiming for early resolution where possible
• Managing formal complaints received through various channels of communication and ensuring all communications are fully documented
• Taking responsibility for complaints from start to finish, owning your case workload, prioritising and organising your time effectively
• Keeping customers informed at all times, providing a fair and consistent delivery of our complaints service and giving due consideration to compensation
• Investigating complaints with the support of the relevant departments and service managers
• Compiling suitable Stage 1 responses to formal complaints with a focus on the customers experience and in line with the Housing Ombudsman complaint handling code
• Writing letters that are concise, legally compliant and address the complainant’s issues allowing us to fully explain our position and whether the complaint is upheld or not
• Contributing to root cause analysis and lessons learned recommendations to the business for service improvements
What we’re looking for:
Essential Criteria:
• Background in customer services or experience gained in a customer service environment
• Experience of working with a diverse range of customers
• High level of literacy and numeracy, with excellent verbal and written communication skills
• Experience of delivery against targets or deadlines
• Ability to prioritise tasks and be adaptable and flexible to changes in demand and types of work
• Ability to build respectful working relationships with customers, colleagues and stakeholders, demonstrating high levels of diplomacy, assertiveness and tenacity
• Knowledge of the local area & context within which Freebridge Community Housing operates.
Desirable Criteria:
• Understanding of the needs of social housing customers
What’s in it for you?
At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
• Charitable Leave: One day per year to volunteer for a cause you care about.
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
• Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!
• Pension Scheme: A company contributory pension scheme with generous employer contributions
Diversity & Inclusion:
Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.
Closing Date: Monday 1st December 2025
Are you passionate about delivering exceptional customer service? As a Customer Complaint Handler, you'll be at the heart of our mission to ensure a fair and impartial complaints investigation process for our valued customers. You'll be the go-to person for our complainants, leading and coordinating investigations and responses, while keeping them informed every step of the way.
This dynamic role offers you the chance to interact with all areas of our business, making a significant impact on our customers' experiences. If you're ready to take on a role that combines problem-solving, communication, and customer care, we want you on our team!
About Freebridge Community Housing:
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across west and north Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
What you’ll be doing:
• Delivering excellent customer service, ensuring the customer journey is smooth and aiming for early resolution where possible
• Managing formal complaints received through various channels of communication and ensuring all communications are fully documented
• Taking responsibility for complaints from start to finish, owning your case workload, prioritising and organising your time effectively
• Keeping customers informed at all times, providing a fair and consistent delivery of our complaints service and giving due consideration to compensation
• Investigating complaints with the support of the relevant departments and service managers
• Compiling suitable Stage 1 responses to formal complaints with a focus on the customers experience and in line with the Housing Ombudsman complaint handling code
• Writing letters that are concise, legally compliant and address the complainant’s issues allowing us to fully explain our position and whether the complaint is upheld or not
• Contributing to root cause analysis and lessons learned recommendations to the business for service improvements
What we’re looking for:
Essential Criteria:
• Background in customer services or experience gained in a customer service environment
• Experience of working with a diverse range of customers
• High level of literacy and numeracy, with excellent verbal and written communication skills
• Experience of delivery against targets or deadlines
• Ability to prioritise tasks and be adaptable and flexible to changes in demand and types of work
• Ability to build respectful working relationships with customers, colleagues and stakeholders, demonstrating high levels of diplomacy, assertiveness and tenacity
• Knowledge of the local area & context within which Freebridge Community Housing operates.
Desirable Criteria:
• Understanding of the needs of social housing customers
What’s in it for you?
At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
• Charitable Leave: One day per year to volunteer for a cause you care about.
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
• Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!
• Pension Scheme: A company contributory pension scheme with generous employer contributions
Diversity & Inclusion:
Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.
Closing Date: Monday 1st December 2025