Complaints Coordinator

Leeds Federated Housing Association Limited; Ledston; Hybrid; GBP 16,000 - 25,000; Part time

Benefits offered by this job

30 days annual leave

Flexible leave options

Remote/hub working

Healthcare plan

Job summary

Leeds Federated Housing Association Limited is seeking a Complaints Co-ordinator to join the Service Improvement team. The role focuses on supporting the complaints process, keeping records accurate and monitoring cases to ensure timely responses.

You’ll work closely with the Complaints Business Partner and colleagues across Leeds Federated to log complaints, track deadlines, support Housing Ombudsman enquiries, and help improve processes. The role offers flexible working with remote options.

Qualifications

• Experience of providing administrative support and maintaining accurate records.
• Good computer literacy, with the ability to use digital systems and tools effectively.
• Good organisational skills, with the ability to manage competing priorities and meet deadlines.
• Clear communication skills and the ability to build positive working relationships with colleagues and customers.
• Desirable: Experience of dealing with complaints, ideally in a social housing environment
• Desirable: Knowledge of regulatory and other requirements for social housing complaints

Responsibilities

• Provide support, guidance and advice to staff to ensure that all complaints are logged correctly in the first instance.
• Monitor complaints to ensure that they are picked up and responded to in line with appropriate timescales.
• Support colleagues to understand the issues customers want addressed and the outcomes they are seeking, contacting customers directly where appropriate.
• Keep up to date with any changes to regulatory and statutory requirements for complaints.
• Check complaints data to ensure information is accurate, complete and up to date.
• Contact customers to complete follow-up surveys after their complaints have been closed.
• Support information requests linked to complaints, ensuring information is handled in line with data protection requirements.
• Work with the Complaints Business Partner on project work, meetings, minute-taking and improvements to complaints systems and processes.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant regulatory requirements and good practice, helping us make improvements where needed.

Skills

Administrative support

Data accuracy

Digital literacy

Communication

Job description

30 Hours ¦ Temporary Fixed Term (contracted until 31/03/2029)

We’re recruiting for a Complaints Co-ordinator to join our Service Improvement team at Leeds Federated. This role is focused on supporting the complaints process, ensuring records are accurate, cases are monitored effectively and customers receive a timely response.

You’ll work closely with the Complaints Business Partner and colleagues across Leeds Federated to support the day-to-day running of the complaints service. You’ll help ensure complaints are logged correctly, monitor cases and deadlines, support Housing Ombudsman enquiries and help us identify ways to improve our processes.

What you’ll do:

• Provide support, guidance and advice to staff to ensure that all complaints are logged correctly in the first instance
• Monitor complaints to ensure that they are picked up and responded to in line with appropriate timescales
• Support colleagues to understand the issues customers want addressed and the outcomes they are seeking, contacting customers directly where appropriate.
• Keep up to date with any changes to regulatory and statutory requirements for complaints
• Check complaints data to ensure information is accurate, complete and up to date.
• Contact customers to complete follow-up surveys after their complaints have been closed.
• Support information requests linked to complaints, ensuring information is handled in line with data protection requirements.
• Work with the Complaints Business Partner on project work, meetings, minute-taking and improvements to complaints systems and processes.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant regulatory requirements and good practice, helping us make improvements where needed.

What we’re looking for:

• Experience of providing administrative support and maintaining accurate records.
• Good computer literacy, with the ability to use digital systems and tools effectively.
• Good organisational skills, with the ability to manage competing priorities and meet deadlines.
• Clear communication skills and the ability to build positive working relationships with colleagues and customers.

It would be desirable if applicants also have:

• Experience of dealing with complaints, ideally in a social housing environment
• Knowledge of regulatory and other requirements for social housing complaints

Closing Date: 2nd November 2026

Interviews Date: 12th November 2026

Why Join Us?

This is an opportunity to be part of a team that helps shape services through meaningful customer involvement. You’ll play an important role in ensuring our customers’ voices are heard while supporting work that positively impacts local communities.

Our commitment to our values goes beyond work itself; it extends to how we support you too.

• Generous holiday allowance – 30 days annual leave plus bank holidays, with an additional 1.5 days off over the Christmas period to help you recharge.
• Flexible leave options – choose to buy extra annual leave or sell back unused days, giving you greater control over your time off.
• Agile and flexible working – offering options to work remotely or from our hubs across Leeds, supporting a balanced and adaptable work life.
• Healthcare plan – access to Health Shield. This allows you to claim back costs on everyday health and wellbeing expenses, with 24/7 GP access and online health assessments.

We reserve the right to close this vacancy if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.

Leeds Federated is an equal opportunities employer and promotes diversity in everything we do and therefore welcomes applications from all sections of the community.