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Complaints Coordinator

2 months ago

West Midlands, United Kingdom James Andrews Recruitment Solutions Ltd Full time

Our client, based in Worcestershire, is currently recruiting for a Complaint’s Co-ordinator on a three-to-six-month temporary contract.


The position is due to start immediately on a full-time basis. The hourly rate is £17.50 per hour via an umbrella company.


The ideal candidate will have experience working with investigating complaints from start to completion within social housing and hold a full UK Driving License.


Duties will include (but are not limited to):

  • Attending tenant’s properties and investigating Stage 1 complaints in relation to repairs and maintenance issues within their properties
  • Managing the whole complaints process from initial complaint made until completion and sign off
  • Holding responsibility for coordinating the full investigation of all Stage 1 complaints
  • Being responsible for updating all complainants throughout the investigation and conducting the formal response of all complaints
  • Accurately logging all complaints and raising these accordingly
  • Producing written response letters and reports to complaints
  • Liaising with contractors to book in appointments and repairs in relation to complaints raised by tenants and their respective properties
  • Liaising with in-house repairs teams, corporate teams and contractors to ensure complaints are dealt with and managed appropriately
  • Developing and managing a range of customer intelligence (feedback, complaints, satisfactions and customer contact) to provide the base for service improvements and delivery of services focused on customers


Experience required:

  • Experience required in Social Housing
  • Must have worked within a complaints team before
  • Ideally have good knowledge of the housing ombudsman code but this isn't an essential requirement


Skills, knowledge and expertise required:

  • Risk assessment and management
  • Compliance and due diligence
  • Excellent customer service skills


Working hours:

  • 37 hours per week
  • All office and site based
  • Monday – Friday, 9am-5pm


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.