ABOUT THE ROLE

Goodlord’s mission is to be the gold standard platform for renting, and we’re on the hunt for a Complaint Handler, reporting directly to the Complaints Manager, to help us achieve this.

As a Complaint Handler, you will be the voice of resolution, bridging the gap between our tenancy administration software and the real-world experiences of our users; including letting agents, tenants, guarantors, and landlords.

You will take full ownership of the complaint lifecycle, investigating issues across our software, tenant referencing, and insurance services. Your role is critical in driving service improvements, as you will prepare final response letters and conduct root cause analysis to provide actionable feedback for the business.

No two days are ever the same at Goodlord, so what you’ll be up to will vary. The pace we move at also means priorities can change, and you’ll need to be comfortable with this (we’ll support you!) But these are the things that will be core to your role and will keep you busy.

The day-to-day stuff:

• Management of the complaints inbox; ensuring complaints are recorded and acknowledged within regulatory and internal process timeframes
• Complaint investigations; carrying out thorough and impartial investigations enabling a clear resolution of the complaint to be achieved
• Communication; being empathetic and clear with complainants throughout the complaint process, drafting high quality final response letters which address all aspects of the complaint
• Root cause analysis; identifying trends and recurring issues, providing feedback and escalation of process changes to relevant stakeholders enabling the business to continually learn and improve
• Record-Keeping; maintaining full and accurate records of all complaints received into the team

ABOUT YOU

You should apply if you:

• A minimum of 3 years experience in a complaint handling role
• Knowledge, understanding and experience of the routes of escalation for complainants
• Excellent verbal and written communication skills, with the ability to communicate with complainants, internal stakeholder and external authority bodies
• Investigative nature, with the ability to assess information to reach a reasoned conclusion for the complainant
• Able to identify trends leading to process improvements being recommended to the business
• Proficient using different cloud based platforms and systems
• Positive work attitude with the ability to work under pressure and manage deadlines

It would also be great if:

• Experience of working in general insurance, being subject to FCA regulations within DISP and ICOBS
• Working knowledge of the Financial Ombudsman Service (FOS)
• Understanding of the residential lettings sector, specifically the process of tenant referencing