Complaints & Insight Coordinator

2 months ago


North London, United Kingdom MMP Consultancy Full time

MMP Consultancy is looking to recruit a Complaints and Insight Coordinator to join a Housing Provider in North West London on a Temporary basis.

Key Responsibilities:

- Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures.
- Supporting internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution & Complaints Handling Code.
- Carry out peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements.
- Coordination and facilitation of Housing Ombudsman referral packs in line with Complaint Handling Code requirements.
- Challenge and escalate concerns identified in relation to poor complaint case handling.
- Maintain and improve appropriate administrative systems to support the business activity.
- Ensure data collected is succinct, accurate and robust to inform on issues identified. Generate reports on the findings.
- Utilise customer satisfaction results and use the voice of the customer to improve service.
- Satisfy customers by delivering a high-level customer focussed service.
- Provide advice and assistance on complaints to customers when required, and where possible, to resolve these without the need for a formal complaint and to ensure customer confidence.

Skills Required:

- Experience of working within a complaint's environment
- A wealth of experience about how to delight customers and manage expectations.
- A 'can-do' attitude
- A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.


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