Complaint Coordinator

5 months ago

Leeds, United Kingdom Liv Group Full time

**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**: £25,000.00-£27,500.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: In person

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