Complaints Coordinator

Description

Job Title: Complaints Coordinator

Contract Type: Temporary

Duration: 4-month contract (December 2025 - April 2026)

Pay Rate: 14.34 per hour

Working Pattern:

First week: Office-based for training

Thereafter: Hybrid working (2 days in office, 3 days working from home)

Office Locations:

Ealing

West Bromley (WBR)

Pitsea

Job Purpose

The Complaints Coordinator will be responsible for managing and coordinating customer complaints efficiently, ensuring timely resolution in line with organisational policies, procedures, and relevant regulatory standards. The role requires previous housing sector experience and a strong commitment to delivering high-quality customer service.

Key Responsibilities

Manage and coordinate customer complaints from receipt through to resolution

Ensure complaints are acknowledged, investigated, and responded to within agreed timescales

Liaise with internal departments and stakeholders to gather information and drive effective resolutions

Maintain accurate and up-to-date complaint records on internal systems

Ensure all responses comply with organisational policies, procedures, and regulatory requirements

Identify trends and recurring issues, escalating concerns where appropriate

Provide clear, professional, and empathetic communication to customers throughout the complaints process

Support service improvement by feeding back learning outcomes from complaints

Essential Skills & Experience

Previous experience working within the housing sector (essential)

Proven experience handling complaints or complex customer queries

Strong written and verbal communication skills

Ability to manage a high-volume workload and meet strict deadlines

Good organisational and time-management skills

Confident using IT systems and Microsoft Office applications

Ability to work independently and as part of a team

Desirable

Experience working within a social housing or local authority environment

Knowledge of housing regulations and complaint-handling standards

Additional Information

Candidates must be available to attend the office full-time during the first week for training

After training, the role will follow a hybrid working model

Candidates may be based at Ealing, West Bromley, or Pitsea offices

Ad ID: 5417587011