Complaints Co-Ordinator

Service Care Solutions Ltd; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Complaints Coordinator to enhance housing services and resident satisfaction. This role involves managing the full lifecycle of complaints, ensuring professional handling and timely resolution. The ideal candidate will possess strong communication skills, excel in using tracking tools, and maintain a calm demeanor in challenging situations. Join a supportive team and contribute to improving service quality in a dynamic environment where your efforts will make a significant impact.

Qualifications

• Experience managing formal complaints processes in housing or local government.
• Strong written and verbal communication skills for professional responses.

Responsibilities

• Manage the lifecycle of complaints, including Stage 1 and Stage 2 cases.
• Investigate complaints and draft clear written responses.
• Deliver excellent customer service through effective communication.

Skills

Complaint Management

Communication Skills

Excel Proficiency

Customer Service

Organizational Skills

Tools

Excel

Job description

Job Title: Complaints Coordinator
Location: Harrow (Local Authority)
Contract Type: Full-time, Temporary
Working Hours: Monday to Friday, 9:00am – 5:00pm
Hourly Rate: £20.00 (Umbrella)
Start Date: Immediate

About the Role
We are urgently recruiting for a dedicated Complaints Coordinator to join the housing team at Harrow Council. This role is critical to the effective handling of complaints, ensuring that cases are managed professionally and within required timescales, while maintaining high levels of customer satisfaction.

Key Responsibilities

• Manage the full lifecycle of complaints, including Stage 1, Stage 2, and Ombudsman (OB) cases.
  
  
• Maintain accurate and up-to-date records using Excel-based trackers and internal systems.
  
  
• Investigate complaints thoroughly and draft timely, clear written responses.
  
  
• Liaise with surveyors, contractors, and internal departments to gather relevant information and coordinate responses.
  
  
• Handle maintenance-related enquiries from residents and stakeholders.
  
  
• Deliver excellent customer service through clear communication, empathy, and a solution-focused approach.
  
  

About You
The ideal candidate will have:

• Experience managing formal complaints processes within housing, local government, or a similar public-facing environment.
  
  
• Strong written and verbal communication skills, with the ability to draft professional responses.
  
  
• Confidence using Excel and tracking tools to monitor and report on case progression.
  
  
• A calm and organised approach to handling sensitive or challenging issues.
  
  
• A strong focus on service quality and timely resolution.
  
  

This is a fantastic opportunity to play a vital role in improving housing services and resident satisfaction within a busy and supportive team.