Interim Complaints Business Improvement Lead

4 weeks ago


Glasgow, United Kingdom James Andrews Recruitment Solutions Ltd Full time

Our client, a reputable Social Housing provider based in the Midlands, is currently recruiting for an Interim Complaints Business Improvement Lead on a three month temporary contract. This role is a fully remote, home based position.


The position is due to start immediately on a full-time basis, the hourly rate is negotiable up to £25.00 per hour via an Umbrella Company based on experience for this position.


The ideal candidate will have experience working within a similar role and have an up to date working knowledge of the Northgate System.


Duties will include (but are not limited to):

  • Acting as the primary point of contact for residents regarding historic and overdue complaints
  • Ensuring clear, empathetic communication and managing expectations throughout the resolution process
  • Conducting thorough reviews of historical case management records
  • Ensuring data quality control, accurate documentation, and appropriate escalation or de-escalation processes involving residents
  • Facilitating seamless communication and action plans between departments to resolve complaints efficiently
  • Identifying and addressing pain points to enhance the overall resident experience
  • Performing data cleansing to maintain accurate and up-to-date records
  • Taking ownership to ensure that any action promises made in a complaint response are followed through to conclusion
  • Presenting findings in a structured, methodical manner suitable for different audiences, including senior management and operational teams
  • Demonstrating a strong experience in handling and resolving complex cases


Experience required:

  • Social Housing experience required
  • Working with stage 1 and stage 2 complaints


Skills, knowledge and expertise required:

  • Working knowledge of using the Northgate system


Working hours:

  • 35 hours per week
  • Monday – Friday, 8am-6pm with flexibility
  • Fully remote role


Please note that you require recent experience to apply for this role.


James Andrews is acting as an employment agency and business in relation to this role.


At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.


Don’t forget our recommendation scheme: Recommend a friend or colleague to us and receive up to £100 each once they have completed 20 days in a role via James Andrews Terms and conditions apply, contact us for details.


  • Complaints Handler

    6 months ago


    Glasgow, United Kingdom Anderson Knight Full time

    Are you a skilled communicator with a passion for resolving customer issues? - Do you thrive in a fast-paced environment and possess exceptional problem-solving skills? If so, we have an exciting opportunity for you to join one of our clients as a Complaints Handler. As a Complaints Handler, you will play a vital role in maintaining high standards by...

  • Complaints Handler

    22 hours ago


    Glasgow, United Kingdom Optical Express Full time

    Job Title : Complaints Handler - Clinical Services Location : Glasgow City Centre Hours : 40 hours per week, office based Competitive salary & benefits At Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.For over 34 years, millions of patients have...


  • Glasgow, United Kingdom Morgan Law Full time

    We are recruiting for an Interim Head of Reward to start ASAP for our non-profit client for an initial period of 3 months, location flexible. As our Interim Head of Reward, reporting into the Assistant Director: HR Operations, you will work closely together to provide strategic leadership to further develop and implement our organisation’s pay and benefits...


  • Glasgow, Glasgow City, United Kingdom Healthcare Improvement Scotland Full time

    Job DescriptionA fantastic opportunity has arisen to join Healthcare Improvement Scotland as a Support Operations Coordinator. We are seeking highly organised, effective and confident communicators who work well using their own initiative and as part of a team.The successful candidate will provide essential operational support within our organisation. Duties...


  • Glasgow, Glasgow City, United Kingdom greenbean Full time

    Job DescriptionWe are seeking a skilled Complaint Resolution Specialist to join our team in Glasgow. The successful candidate will be responsible for investigating internally identified errors and ensuring customer care standards are met.Key Responsibilities:Investigate and resolve complaints in a timely and professional manner.Proactively contact investors...

  • Complaints Handler

    6 months ago


    Glasgow, United Kingdom AXA Full time

    Description We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow, Haverhill, or Gloucester office. Working within Commercial Insurance, you’ll be managing complaints through to a fair outcome that’s right for both our customers and our business. Building strong relationships is key to our success and you’ll be...

  • Complaints Handler

    6 months ago


    Glasgow, United Kingdom AXA Full time

    **Description**: We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow, Haverhill, or Gloucester office. Working within Commercial Insurance, you’ll be managing complaints through to a fair outcome that’s right for both our customers and our business. Building strong relationships is key to our success and you’ll be...

  • Complaints Handler

    3 days ago


    Glasgow, United Kingdom Optical Express Full time

    Job Title : Complaints Handler - Clinical Services Location : Glasgow City Centre Hours : 40 hours per week, office based Competitive salary & benefits At Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 34 years, millions of patients...

  • Complaints Handler

    3 days ago


    Glasgow, United Kingdom Optical Express Full time

    Job Title : Complaints Handler - Clinical Services Location : Glasgow City Centre Hours : 40 hours per week, office based Competitive salary & benefits At Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 34 years, millions of patients...


  • Glasgow, United Kingdom HarperCollins Full time

    **Job Purpose** As a Complaints Resolution Consultant, you will play a crucial role in ensuring customer and client satisfaction by managing and resolving complaints in a timely and professional manner. You will investigate complaints thoroughly and implement solutions to address underlying issues. By providing guidance, and implementing best practices, you...

  • Complaint Handler

    8 months ago


    Glasgow, United Kingdom Combined Insurance Full time

    Do you have experience dealing with end to end complaints? If you are passionate about growing your skills within one of the largest insurers in the world with, excellent employee benefits and a diverse working culture, then we would love to hear from you! We have an excellent opportunity within our Complaints Team, based in our Glasgow office. We are...


  • Glasgow, United Kingdom Rutherford Cross Full time

    Interim Operations Finance Business Partner Job (Hybrid) with a Glasgow-based Manufacturing business for an initial 3-6-month period. **Reporting to the Financial Controller, you will be responsible for**: - Business partnering with operational colleagues and department heads - Preparing and reviewing monthly management accounts - Maintaining control over...

  • Complaints Handler

    6 months ago


    Glasgow, United Kingdom AXA UK Full time

    **About the role** We have an exciting opportunity for a Complaints Handler to join us in our Bolton, Glasgow, Haverhill, or Gloucester office. Working within Commercial Insurance, you’ll be managing complaints through to a fair outcome that’s right for both our customers and our business. Building strong relationships is key to our success and you’ll...

  • Complaint Handler

    6 months ago


    Glasgow, United Kingdom Chubb Full time

    Do you have experience dealing with end to end complaints? If you are passionate about growing your skills within one of the largest insurers in the world with, excellent employee benefits and a diverse working culture, then we would love to hear from you! We have an excellent opportunity within our Complaints Team, based in our Glasgow office. We are...


  • Glasgow, United Kingdom HRC Recruitment Full time

    Job Title: Complaint Handler **Salary**: £25,000 Location: Glasgow Are you a Complaints Handler ready to take your career to the next level? Our client is one of the UK’s leading motor finance companies who are a different kind of car finance lender - they use a mix of technology, financial acumen and have a brilliant team to provide a flexible...


  • Glasgow, United Kingdom HRC Recruitment Full time

    _**Team Administrator **_ - **Salary - £22,000**_ - **Location - Glasgow - Finnieston - Hybrid working**_ As an Administrator you will ensure complaints are managed and recorded in accordance with company procedures. The role holder will be responsible for managing the incoming mail through the Complaint’s team inbox and accurately assessing and passing...

  • Complaints Handler

    3 days ago


    Glasgow, United Kingdom Optical Express Full time

    Job Title : Complaints Handler - Clinical Services Location : Glasgow City Centre Hours : 40 hours per week, office based Competitive salary & benefits At Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 34 years, millions of patients have...

  • Complaints Handler

    3 weeks ago


    Glasgow, United Kingdom Optical Express Full time

    Job Title: Complaints Handler - Clinical ServicesLocation: Glasgow City CentreHours: 40 hours per week, office basedCompetitive salary & benefitsAt Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 34 years, millions of patients have trusted...

  • Complaints Handler

    3 weeks ago


    Glasgow, United Kingdom Optical Express Full time

    Job Description Job Title : Complaints Handler - Clinical Services Location : Glasgow City Centre Hours : 40 hours per week, office based Competitive salary & benefits At Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 34 years, millions of...

  • Complaints Handler

    4 weeks ago


    Glasgow, United Kingdom Optical Express Full time

    Job Title: Complaints Handler - Clinical ServicesLocation: Glasgow City CentreHours: 40 hours per week, office basedCompetitive salary & benefitsAt Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 34 years, millions of patients have trusted...