Senior Complaints Coordinator

3 days ago


Co West Midlands, United Kingdom James Andrews Recruitment Solutions Ltd Full time £18

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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