Complaints Handler

📍 Based in our Lincoln City Centre office 2 days per week, with the remaining 3 days working remotely (or from the office if you prefer!) Our mission

• Two in five people in the UK rent their homes. Our mission? To provide them with the best renting experience in the world.
• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations, and we were confident we could provide a solution.
• Like all scale-ups, it's been a bit of a rollercoaster journey, but we're now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission! The opportunity This is a dedicated Complaints Handler role, rather than a broader Customer Service position where complaints form part of the job. You'll join our central Complaints function, taking ownership of complaints from investigation through to resolution. You'll gather and assess evidence, work with teams across Goodlord to understand what's happened, and use your judgement to reach fair, well-reasoned outcomes for our customers. Some of the complaints we handle sit within an FCA-regulated environment, so whilst previous regulated or Insurance experience would be brilliant, it isn't essential. What matters most is that complaint handling has been a core part of your role and you're comfortable owning cases from start to finish. You'll:
• Own and investigate complaints end-to-end, gathering evidence and working across teams to reach fair and reasoned outcomes
• Write high-quality, structured final response letters that clearly address all aspects of a complaint
• Handle complaints in line with our internal procedures and, where applicable, FCA requirements and timescales
• Maintain accurate case records, notes and supporting documentation throughout your investigations
• Identify recurring themes and work with teams across the business to improve processes and customer journeys
• Manage our complaints inbox, ensuring acknowledgements and key timelines are met What we need from you: We're looking for someone with previous experience in a dedicated complaints role - rather than complaints or escalations forming an occasional part of a broader Customer Service position. You don't need previous Insurance or FCA experience to be considered. We're much more interested in the depth of your complaints experience and your ability to investigate, reach a fair outcome and communicate it brilliantly. You will have:
• Experience managing your own complaints through investigation and resolution
• Strong written communication skills and experience writing formal, structured complaint responses
• An investigative mindset - you're comfortable gathering information, asking questions and getting to the bottom of what's happened
• The ability to assess information and use your judgement to reach a fair, reasoned conclusion
• Strong attention to detail, particularly when it comes to case notes, evidence and written outcomes
• The confidence to work with different teams and stakeholders to gather the information you need It would really great if you have:
• Complaints experience within FCA-regulated Insurance, such as home, motor, general or property insurance
• Knowledge of FCA complaint-handling requirements / DISP
• Experience working with the Financial Ombudsman Service (FOS)
• An understanding of residential lettings or tenant referencing What's in it for you:
• Grow with Goodlord : your development is important to us, that's why we are Great Place to Work - certified . Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you'll learn loads and develop both personally and professionally at Goodlord too!
• Your well-being matters : bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
• Supporting your family : we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals What's next? If you're ready to help us provide the best renting experience in the world, then click apply (2-3 minutes)! A full job spec is available on request and will be furnished to all those moving through the process as a matter of course! Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer. Regrettably we are not able to provide sponsorship for this role.
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