Complaints Co-ordinator

1 month ago


Bristol, United Kingdom Hft Full time

**#Care to join us?**

We are looking for a Complaints Co-Ordinator to join our friendly and welcoming team here at Hft. This is your chance to make a real difference to people's lives.

**What will you be doing?**

The Complaints Co-Ordinator will be responsible for overseeing the compliments and complaints process and procedures, monitoring the outcomes and complaints reporting.

You will oversee all complaints and the transfer of ownership, following the complaints framework to ensure the complainant receives a good service and a satisfactory outcome throughout the process.

**Key responsibilities**:

- To oversee complaints, add to system and monitor stages to timescale.
- Triage complaints, assign the complaint to an owner pass to the correct portfolio team member to be respond.
- Extensive knowledge and understanding of the complaint process and procedure to be able to advise relevant parties.
- Ensure that records of quality and detail steps of the process and outcomes
- Monitor complaints and inform parties where receiving and dealing with a complaint that poses a potential risk.
- Complete reports and key performance indicators as required
- Oversee the complaints system user accounts and maintain the integrity or the permissions and add actions where required.
- Communicate positively, effectively and professionally at all times
- Maintain confidentiality and protection of data at all times.
- Participate in learning and development opportunities as required
- To be part of a team that champions a supportive culture to achieve great results.
- To undertake any other duties or responsibilities commensurate with the post

**What we offer**

As a ‘Gold’ standard Investors in People accredited employer, we are committed to supporting colleague wellbeing as a priority. Within this, all Hft employees get access to the LifeWorks - the world’s biggest 24/7 colleague counselling and support service. It is completely free for all colleagues to use in complete confidence, whenever and however they want to access it.

**Benefits**
- 25 days annual leave (plus 8 days statutory Bank holidays)
- 20% bank holidays allowance with an increased rate of 50% for Christmas Day, Boxing day and New Years Day
- Access to award-winning training and development
- Annual staff award scheme
- A contributory pension scheme & life assurance
- Free DBS Check

**Find your place with us and change lives**

**Job Types**: Full-time, Permanent

**Salary**: £25,756.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Free parking
- Health & wellbeing programme
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Day shift
- Monday to Friday

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Bristol



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