Complaints Coordinator

Key Responsibilities

Complaint Handling & Case Management

• Log, track, and manage complaints from initial contact through to resolution
• Ensure all cases are handled within required timescales (Stage 1, Stage 2, MP enquiries, Ombudsman cases)
• Prepare clear, accurate responses and gather information from relevant teams

Resident Communication

• Act as a key point of contact for residents raising concerns or complaints
• Provide timely updates, manage expectations, and ensure communication is empathetic and professional
• Record all interactions accurately on internal systems

Reporting & Compliance

• Maintain accurate complaint records for audit and regulatory purposes
• Support the production of performance reports, trend analysis, and learning outcomes
• Ensure all processes align with the Housing Ombudsman’s Code and organisational policies

Administrative Support

• Manage inboxes, log enquiries, and update case management systems
• Prepare documentation for senior managers and external bodies
• Support service improvements by identifying recurring issues or themes

Skills & Experience Required

•  Previous complaints experience within a council or housing association
• Strong written communication skills with the ability to draft clear, professional responses
• Excellent organisational and administrative skills
• Ability to manage a high‑volume caseload and work to strict deadlines
• Confident liaising with internal teams, contractors, and senior stakeholders
• Calm, empathetic approach when dealing with sensitive or challenging situations

If you are interested in this opportunity and meet the essential criteria, please get in touch i would  be happy to discuss the role further and guide you through the next steps.