Complaints Coordinator
4 weeks ago
**Role Overview**
**Role**:Resolutions Lead (Complaints)
**Reporting to**:Customer Experience Manager
**Location**:Leeds
**Company Overview**
At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in Build to Rent (BTR) in the USA with over 80,000 apartments under management, our high performance continues to drive exponential growth - and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.
In the UK, Cortland has a six-year strategy targeting a development portfolio of 10,000 Build-to-Rent (BTR) apartments and a management portfolio of 75,000 units, primarily the London commuter belt areas and UK regional cities. Currently, we have one development that is open in Watford, two more - one in Manchester and one in Birmingham - under construction and set to open in the next year, and more in the pipeline.
**Role Responsibilities**
We are seeking a Resolutions Lead to join our Customer Experience team to help us support our business operations in complaint resolution. In this role, you will be acknowledging, investigating and responding to complaints across all our brands. You'll also interacting with our residents, leaseholders, associates and leadership team to gatekeep the delivery of timely and successful complaint resolution. Your expertise in dealing with customers and your ability to listen to their feedback with your heart and your mind will be critical to your success in this role.
- Ensure the accurate recording, tracking, monitoring, and analysis of complaints received into the business.
- Ensure all complaints are acknowledged and responded to in line with the company complaint’s procedure.
- Analyse complex information and collate evidence using a strong attention to detail to leave no stone unturned.
- Produce a monthly report and facilitate briefings to the business on complaints and resolution statistics and customer satisfaction.
- Lead on sharing feedback on trends to enable a resolution based on a data led approach from our learnings to prevent future failures and embed change.
- Promote and champion a culture where customer resolution is at the forefront of everything.
**Requirements**:
- Demonstrable experience in working in a customer experience environment.
- Strong analytical and critical thinking skills.
- Excellent communication skills
- both written and verbal, with a particular emphasis on written responses.
- The ability to understand complex issues and develop an understanding of the legal and regulatory framework in the Build to Rent and Block Management.
- Knowledge of Microsoft Office products.
- Effective communication and people skills.
- Ability to work independently and in a team environment.
**Preferred Experience**
- Experience of complaint handling.
- Familiarity with legislation and policy regarding RICS, ARMA and/or the Property Ombudsman.
- Experience working in a property management or real estate company.
**The Cortland Difference**
At Cortland, we create, reimagine, and manage apartment communities for over 150,000 residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices all over the US and UK. We cover the apartment living experience from wall to wall - from concept to completion, including investment management, design, build, and operations - while remaining entirely focused on delivering resident-centric, hospitality-driven service.
Our success is fuelled by our belief in a better life - where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people - possibilities that translate into exceptional living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.
Cortland is an equal opportunities employer.
**Salary**: £22,500.00-£27,500.00 per year
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
Work Location: Hybrid remote in Leeds
-
Customer Service Coordinator
2 weeks ago
Leeds, United Kingdom Granton Associates Full timeMUST HAVE NEW HOMES / HOUSING EXPERIENCE To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained. Working closely with the Customer Service Manager to collate management information and data for analysis. Monitor own...
-
Transport Coordinator
1 week ago
Leeds, United Kingdom ASTON BARCLAY LIMITED Full timeWe are the leading national independent auction group, led by quality people, driving the future of the remarketing industry through leading results, innovation, investment, excellence in technology and exceptional service. Our mission is to bring new perspectives, energy and more innovative ways of working to extend our value within the automotive...
-
Sales Coordinator
2 weeks ago
Leeds, United Kingdom Page Personnel Full timeExciting Sales Coordinator role based in Leeds - Brilliant benefits package available including annual bonus **About Our Client**: Page Personnel are currently working with a reputable business, based in Leeds, who are looking for a Sales Coordinator to join their growing team on a permanent basis. The company thrive on how they treat their staff, and have...
-
Customer Service Coordinator
1 month ago
Leeds, United Kingdom CLD Recruitment (Leeds) Ltd Full timeCustomer Service Coordinator £24,000 - £26,000 Morley An amazing opportunity has arisen within a continuously growing house builder based in Leeds. To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactoryresolutions are attained. Working closely...
-
Fm Coordinator
2 months ago
Leeds, United Kingdom Coleman James Full timeOur client is looking for a FM Coordinator to strengthen their existing team. Duties include: - Logging calls / jobs onto the CAFM system - Allocating work orders to the engineers - Take ownership for the PPM schedule and reactive maintenance jobs - Ensure jobs are completed and changes are communicated / logged - Check compliance in line with clients...
-
Customer Service Coordinator
1 month ago
Leeds, United Kingdom McDermott Recruitment Full time**Customer Service Coordinator** **Birstall, Leeds area** **£25,000** **Mon - Fri** A great opportunity to join a growing Customer Service team under excellent management. This is a perfect role for somebody with great Customer Service skills and knowledge of New Homes. You will be managing a couple of sites from legal completion, site manager...
-
Sales Coordinator
1 month ago
Leeds, United Kingdom Reed Business Support Full timeReed Leeds Business are recruiting on behalf of a family run Distribution company based in Leeds. My client is looking to recruit an enthusiastic and committed Sales Coordinator to be an integral part of the sales team providing back-office support (includingproviding quotes and placing orders) to enable a field sales specialist to spend their time actively...
-
Experience Coordinator
2 weeks ago
Leeds, United Kingdom Jo Holdsworth Recruitment Full timeMy client is a charity based on the outskirts of Leeds who look after people within the horticulture industry. If you work with flowers, plants, trees or grass then my client is there to provide a completely free and confidential support service. The charityhas been active for over 180 years so the team they have in place have excellent knowledge of the...
-
Sales Coordinator
1 month ago
Leeds, United Kingdom Rapid53 services limited Full timeWe are looking a Sales Coordinator who can plays a crucial role in supporting the sales process by providing assistance and coordination to the sales team. He will be responsible for ensuring efficient communication, record-keeping, and customer service to facilitate successful sales transactions. **Responsibilities**: - Provide information and assistance...
-
Customer Service Coordinator
1 month ago
Leeds, United Kingdom TRCGroup Full time**Key purpose of the role**: - To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained. - Working closely with the Customer Service Manager to collate management information and data for analysis. **Key Duties**: -...
-
Senior Customer Service Coordinator
1 week ago
Leeds, United Kingdom Harron Homes Full timeThere are many people involved in the housebuilding process all working together to ensure the continued success of Harron Homes. **Key Purpose of Role ( 6 Month FTC)** To assist the Customer Service Manager and Assistant Customer Service Manager with overseeing the management of the Customer Service Department. To be responsible for allocating resources,...
-
Property Customer Service Coordinator
1 month ago
Leeds, United Kingdom CLD Recruitment Full time£24,000 - £26,000 Morley An amazing opportunity has arisen within a continuously growing house builder based in Leeds. To be responsible for the daily management and administration relating to all customer issues and escalation of customer complaints, taking ownership until satisfactory resolutions are attained. Working closely with the Customer Service...
-
Customer Resolution Coordinator
3 days ago
Leeds, United Kingdom Yorkshire Housing Full timeWe’re excited to be on the lookout for our new Customer Resolution Coordinator to join our Customer Insight and Engagement Team! Here at Yorkshire Housing, our customers are at the heart of everything we do. So we need someone who can ensure we handle any complaints they have fairly and in-line with our values, assigning them correctly and providing a...
-
Aftersales & Customer Support Coordinator
1 month ago
Leeds, United Kingdom ERE Property Full timeYou will also act as support for the sales team & work as part of a sales progression team to ensure the sales process is kept as streamline as possible. Improving operational procedures within the sales team & to provide high standard of after Sales care to our clients to maximise repeat business. You will take responsibility & accountability for delivering...
-
Operations Coordinator
1 week ago
Leeds, United Kingdom Manufacturing Futures Full time**ROLE PURPOSE**: The Operations Co-Ordinator is responsible for supporting the activities for the Operations team in delivering the strategic goals of the Company. This role is designed to ensure the operational functions are fully working together (including purchasing, logistics, quality, manufacturing, facilities and inventory management). A key element...
-
Property Coordinator
1 week ago
Leeds, United Kingdom Cortland Full time**Role Overview** **Role**:Property Coordinator **Contract**:12 months fixed term **Location**:Leeds **Company Overview** Liv Group is a leading residential block management company, delivering services nationwide. We currently manage tens of thousands of apartments in the UK. Our clients include major developers, global investment funds, freeholders,...
-
Customer Care Coordinator
1 week ago
Leeds, United Kingdom Stonebridge Homes Ltd Full timeWe are looking for an enthusiastic and passionate Customer Care Coordinator to join our Customer Care Team in our ambitious, growing business. Stonebridge Homes is a Leeds-based housebuilder, operating throughout Yorkshire and the North East, with a well-deserved reputation for building quality, high specification homes in sought after locations. We have a...
-
Events Coordinator
4 weeks ago
Leeds, United Kingdom Maison Parfaite Ltd Full timeMaison Parfaite is a small family run business, based in Yorkshire. We are an exceptionally entrepreneurial organisation, with a unique brand, and a very clear vision for exponential growth over the years to come. We lovingly restore and renovate historic properties in North Yorkshire tourism hotspots such as the Yorkshire Dales, Whitby, Robin Hoods Bay,...
-
Legal Billing Coordinator
1 week ago
Leeds, United Kingdom Castle Employment Agency Full timeAn exciting opportunity as a Billing Coordinator to join a leading service based business on the outskirts of Leeds City Centre. A salary of up to £35,000 is on offer alongside a comprehensive benefits package including flexible start times and hybrid working for two days a week. The company also provide a generous holiday entitlement with the option to buy...
-
Engineering Coordinator
3 days ago
Leeds, United Kingdom Medical Protection Society Full time**Package Description** - Salary Circa £24,000 - Generous matched pension scheme - Annual bonus scheme - up to 10% - Private Medical Insurance - Health Care Cash Plan - 25 days annual leave, plus 8 flexible bank holidays - Option to buy or sell up to 5 days holiday - 6x salary death in service - A personal GP service enabling you to get a video consultation...