Senior Complaints Coordinator
3 days ago
Job Title: Senior Complaints Coordinator
Job Type: Temporary, Full-time
Company: James Andrews Recruitment Solutions Ltd
About the Role:
We are seeking a highly skilled and experienced Senior Complaints Coordinator to join our team on a temporary basis. As a Senior Complaints Coordinator, you will be responsible for investigating and resolving complaints from start to completion within social housing.
Key Responsibilities:
- Investigate and resolve Stage 1 complaints related to repairs and maintenance issues within tenants' properties
- Manage the entire complaints process from initial complaint to completion and sign-off
- Coordinate the full investigation of all Stage 1 complaints
- Update complainants throughout the investigation and conduct formal responses to complaints
- Accurately log all complaints and raise them accordingly
- Produce written response letters and reports to complainants
- Liaise with contractors to book appointments and repairs related to complaints
- Liaise with in-house repairs teams, corporate teams, and contractors to ensure complaints are handled and managed appropriately
- Develop and manage customer intelligence (feedback, complaints, satisfactions, and customer contact) to inform service improvements and delivery of customer-focused services
Requirements:
- Experience working in social housing
- Previous experience in a complaints team
- Good knowledge of the Housing Ombudsman Code (desirable)
Working Hours: Monday to Friday, 9am-5pm
Location: Worcestershire
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