Complaints Coordinator

HQN Ltd; Leeds; Hybrid; GBP 17,000 - 21,000; Part time

Job summary

Leeds Federated is seeking a part-time Complaints Co-ordinator to join the Service Improvement team in Leeds. The role focuses on supporting the complaints process, ensuring records are accurate, cases are monitored, and customers receive timely responses.

You will log complaints, monitor deadlines, assist with Housing Ombudsman enquiries, support process improvements, and maintain data protection standards while coordinating with the Complaints Business Partner.

Qualifications

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

Responsibilities

• Provide support to ensure all complaints are logged correctly in the first instance.
• Monitor complaints to ensure timely responses within required timescales.
• Contact customers to follow up on outcomes and gather feedback where appropriate.
• Keep up to date with regulatory and statutory requirements for complaints.
• Check data for accuracy and handle information in line with data protection rules.
• Support information requests and assist with project work related to complaints systems.

Skills

Admin support

Record keeping

Organisational skills

Communication

Digital literacy

Tools

MS Office

CRM systems

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.

Whatyou’lldo:

• 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.

Whatwe’relooking 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: 2ndNovember2026

Interviews Date: 12thNovember 2026