Senior Complaints Handler - Housing

This role is full‑time, 35 hours per week, with flexible working between 8am and 6pm. You'll complete an initial training period in the office, then move to 1-2 days a week on site.

Your new role
You'll join the Customer Resolution team as a Senior Complaints Handler, taking on complex and high‑volume cases to support the team during a busy period. You'll lead on stage 1 and stage 2 investigations, using the Ombudsman portal, collating evidence, responding to information requests, and piecing together clear, accurate case documents for legal colleagues and solicitors. You'll manage sensitive cases end‑to‑end, ensuring evidence is gathered, analysed and presented in a way that meets regulatory standards.
What you'll need to succeed

Strong experience in complaints investigation, including evidence gathering and case analysis.
Confidence using Ombudsman processes or similar regulatory portals.
Ability to collate, structure and present evidence clearly for leg...