Complaints Coordinator

Reed Specialist Recruitment; Basildon; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a dedicated Complaints Coordinator to manage and coordinate customer complaints efficiently. This role is crucial in ensuring timely resolution and adherence to regulatory requirements. Responsibilities include allocating complaints to team members, processing compensation claims, updating CRM systems, and maintaining customer communication. The ideal candidate will demonstrate strong communication skills, resilience under pressure, and knowledge of housing practices. This is a temporary position with a hybrid working model.

Qualifications

• Proven ability in task-driven roles with a capacity to deliver on deadlines effectively.
• Ability to multitask and adapt to changing priorities as needed.
• Capable of working under pressure to meet tight timelines.
• Excellent communication skills, both written and verbal.
• Good knowledge of housing practices and procedures.
• Strong planning and organizing skills.

Responsibilities

• Allocate incoming complaints to appropriate team members for investigation and resolution.
• Review and process compensation claims in line with policy and authorisation limits.
• Record complaint details and add promise actions to the CRM system.
• Provide empathetic updates on complaint progress, manage expectations, and resolve issues.
• Ensure all complaint handling adheres to housing association guidelines and regulatory requirements.

Skills

Task-driven roles

Multitasking

Resilience

Communication skills

Knowledge of housing practices

Planning and organizing

Job description

Complaints Coordinator

Location: Ealing, Westminster Bridge Road or Pitsea Hybrid working model with office days on Tuesday and Thursday. (Training fully onsite for first week)

Job Type: Temporary (until end of March 2026)

Salary: £14.34 per hour (PAYE)

We are seeking a dedicated Complaints Coordinator to manage and coordinate customer complaints efficiently, ensuring timely resolution and compliance with organisational policies and regulatory standards. This role is crucial in maintaining customer satisfaction and adherence to regulatory requirements.

Day-to-day of the role:

• Assign Complaints: Allocate incoming complaints to appropriate team members for investigation and resolution.
• Process Compensation: Review and process compensation claims in line with policy and authorisation limits.
• Update CRM: Record complaint details and add promise actions to the CRM system to maintain accurate case tracking and follow-up.
• Customer Communication: Provide empathetic updates on complaint progress, manage expectations, and resolve issues via phone and email. Handle diverse customer emotions professionally with a solution-focused approach.
• Compliance: Ensure all complaint handling adheres to housing association guidelines and regulatory requirements.

Required Skills & Qualifications:

• Experience: Proven ability in task-driven roles with a capacity to deliver on deadlines effectively.
• Adaptability: Ability to multitask and adapt to changing priorities as needed.
• Resilience: Capable of working under pressure to meet tight timelines.
• Communication Skills: Excellent communication skills, both written and verbal.
• Industry Knowledge: Good knowledge of housing practices and procedures.
• Organisational Skills: Strong planning and organising skills to ensure priorities are maintained and deadlines are met.

To apply for the Complaints Coordinator position, please submit your CV detailing your relevant experience.