Your new company

Due to a significant increase in housing-related complaints, Sandwell Council are expanding their Housing Resolutions Team. We’re looking for five dedicated Complaint Handlers to help deliver high-quality and timely responses to complaints and reduce pressure on their current team.

Your new role

You’ll be responsible for managing a caseload of housing complaints, with a strong focus on customer service and resolution. While many complaints relate to housing repairs, you’ll handle a wide range of housing issues. You’ll be supported with training in housing legislation and provided with tools to succeed.
As a Complaint Handler, you will be responsible for triaging new complaints within five working days of receipt and ensuring that accepted complaints are investigated and resolved within ten working days, including making direct contact with the complainant. You will liaise with contractors and, when necessary, attend property visits to support the resolution process. A key part of the role involves drafting and issuing resolution letters, using a provided template alongside your own written communication skills. You will also be expected to maintain accurate records, ensure compliance with service level agreements (SLAs), and collaborate with internal teams to identify recurring issues and contribute to service improvements.
Location: Roway Lane, Hybrid (2 days in-office) | Hours: Full-Time, 37 hours/week (Mon–Fri, 9am–5pm)

What you'll need to succeed

The ideal candidate will have a strong background in customer service and complaint handling, with excellent written and verbal communication skills. They should be capable of managing a high-volume caseload while maintaining a high standard of quality. Confidence in working both independently and collaboratively as part of a team is essential. While previous housing experience is advantageous, it is not required, as full training will be provided. Candidates should also be comfortable with hybrid working arrangements and be willing to travel occasionally for property visits.

What you'll get in return

You will be offered a supportive and agile working environment, with a hybrid model that includes two days per week in the Roway Lane office. You’ll receive full training on housing legislation and complaint procedures, ensuring you’re well-equipped to succeed. This is a meaningful opportunity to make a real difference in the lives of residents by helping to improve the quality and responsiveness of our housing services. You will also receive an hourly rate of £18.72 per hour with weekly pay.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.