Customer Complaints Co-ordinator

**Full-Time 37 hours per week, Permanent**

**Closing Date: 27th May 2025**

We’re a housing provider in Macclesfield with over 5,000 properties across East Cheshire and the surrounding areas. We’re ambitious with plans to build more homes, regenerate local areas and invest in our properties. We provide housing to those in housing need and aim to be a great landlord for our customers.

We are looking for a motivated, compassionate, and customer-focused individual to join our team as a complaints co-ordinator to oversee the day-to-day complaints process, supporting managers in achieving fair and timely resolutions in line with our complaints procedure and the Housing Ombudsman Complaint Handling Code. A key part of the role is ensuring learning from complaints is captured and used to drive service improvements. You will analyse complaint trends to identify areas for change and help deliver a more efficient, customer-focused service. The role also includes undertaking general administrative tasks as required.

**What we can offer you**:

- 28 days holiday per year, plus birthday leave and Bank Holidays.
- A great pension scheme tailored to suit your needs.
- Flexible working hours and homeworking options to support work-life balance.
- A focus on your health and wellbeing including access to our Health Cash Plan offering a variety of benefits and discounts.
- Continuous training and development opportunities - let us help you reach your career goals.
- A supportive, award-winning office environment with a friendly team.

**What we're looking for**:

- Experience in customer service and/or complaints handling, ideally within housing or a regulated sector.
- Strong communication and problem-solving skills, with the ability to manage difficult conversations and support all parties involved.
- Knowledge of the Housing Ombudsman Complaint Handling Code is desirable.
- Detail-oriented with excellent organisational skills.
- Comfortable gathering and analysing data
- Resilience in the face of challenging situations and the ability to maintain focus under pressure
- A commitment to our values, ensuring they align with your approach to your work and your interactions with customers and colleagues.

**Key Responsibilities**:

- Ensure all complaints are logged, acknowledged, and managed in line with the Housing Ombudsman Complaint Handling Code and Trust policy.
- Triage and assign complaints to the appropriate teams, overseeing timely and accurate responses.
- Quality check complaint responses to ensure professionalism, completeness, and appropriate redress.
- Support staff through training, guidance, and sharing of best practices to improve complaint handling and service delivery.
- Facilitate lessons learned meetings, share outcomes on the Trust website, and contribute to performance improvement.
- Maintain accurate records of complaints, compliments, and comments, ensuring clear documentation and reporting.
- Assist in data gathering and analysis, including Tenant Satisfaction Measures and Housing Ombudsman investigations.
- Provide administrative support as needed, contributing to ongoing process reviews and compliance with regulatory updates.

**Why join us?**

This is an exciting time to join our team as we continue to grow and strengthen our Complaints function. If you're passionate about making a real impact by helping improve customer experiences, we’d love to hear from you.

We manage over 5000 homes across East Cheshire and the High Peak and we exist to help improve lives by playing a part in addressing local housing need.

Working together to provide safe homes and thriving communities.