Housing Complaints Coordinator

4 weeks ago

Basildon, Essex, United Kingdom Reed Full time
Housing Complaints Coordinator Job Description

We are seeking a skilled Housing Complaints Coordinator to join our team at Reed. As a key member of our team, you will be responsible for managing and coordinating all requests for information received from the Housing Ombudsman Service.

Key Responsibilities:
  • Information Management: Ensure all requested information is provided to the Housing Ombudsman, focusing on meeting deadlines and adhering to the stated process for submitting complete and accurate information.
  • Communication: Handle all communications from the Housing Ombudsman service, including logging new requests, highlighting escalations, and responding to queries within the provided deadlines.
  • Complaints Policy: Advocate for and promote the complaints policy and procedure to all staff, ensuring adherence and understanding across the organisation.
  • Record-Keeping: Maintain clear, professional communication, ensuring that all correspondence is properly logged and accessible for accurate record-keeping.
  • Risk Management: Identify potential risks to the organisation's reputation and collaborate with operational and communications teams to implement mitigating actions.
Requirements:
  • Task Management: Ability to multitask and adjust to shifting priorities as needed.
  • Resilience: Resilience, with the ability to work under pressure to tight timelines.
  • Complaint Handling: Experience in dealing with task-driven roles and a proven track record of delivering on deadlines.
  • Customer Focus: Empathy and relationship-building skills, with a strong focus on putting customer experience first.
  • Compliance: Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
  • Complaint Handling Experience: Demonstrable experience of complaint handling and working in a compliance environment.
  • Housing Knowledge: Good knowledge of housing practices and procedures.
  • Planning and Organisation: Strong planning and organising skills to maintain priorities and meet deadlines.
  • Communication Skills: Excellent written and verbal communication skills.
Benefits:
  • Competitive Hourly Rate: Competitive hourly rate.
  • Flexible Working: Flexible hybrid working arrangement.
  • Contribution to Service Delivery: Opportunity to contribute to a high-quality service delivery.

To apply for this role, please submit your CV.

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