Complaints Handler

Overview

Complaints Handler - Resolve, Influence and Make an Impact!

Location:

Hemel Hempstead (Hybrid), salary approx. £31,000

Are you a natural problem‑solver with a passion for fairness, communication and helping people reach positive outcomes? Do you thrive in a fast-paced environment where every day brings something different? If so, this could be the perfect next step in your career.

We're looking for a proactive, curious and resilient Complaints Handler to join a high-performing team supporting multiple schemes. This is a role where you'll think on your feet, confidently make decisions and directly influence how disputes are resolved.

In this position, your judgement matters. Your communication makes a difference. And your work ensures parties get fair, timely resolutions.

• Take the lead in reviewing and progressing deposit disputes across various schemes, all within set timelines
• Spot opportunities for early resolution, helping tenants, landlords and agents reach agreements without the need for formal adjudication
• Engage directly with both parties, mediating conversations and preparing settlement agreements when they reach common ground
• Process settlement payments with total accuracy, ensuring all details are correct
• Manage your own caseload independently, juggling multiple active cases and prioritising effectively
• Request and review information, guiding parties through next steps and ensuring all cases move through the process efficiently
• Maintain impeccable records, capturing clear notes and case histories
• Handle queries from internal colleagues and external customers
• Draft non-standard adjudication decisions and oversee accurate payments following those decisions
• Identify special circumstances, such as bankruptcy or court action and follow the correct processes
• Monitor 'on hold' cases, ensuring nothing falls through the cracks
• Stay on top of correspondence, responding to emails promptly and professionally

• To excel here, you'll need to be someone who can confidently handle large volumes of digital information
• Is strong in data analysis and comfortable navigating MS Office, especially Excel
• Communicates brilliantly - both in writing and over the phone
• Has a calm, supportive approach when dealing with people in dispute
• Delivers excellent customer service
• Can apply legislation and Scheme Rules with accuracy and confidence
• Thrives when working toward daily targets and time-sensitive deadlines

The team is based in Hemel Hempstead and you'll enjoy a hybrid working model, giving you the flexibility to balance office collaboration with focused work from home.

If you're looking for a role where your decisions matter, where you'll help people navigate challenging situations and where every day keeps you thinking, this is your chance to join a team that truly values your contribution.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application