Complaints Coordinator

Housing Diversity Network; Leeds; Hybrid; GBP 23,000 - 27,000; Part time

Benefits offered by this job

Generous holiday allowance

Flexible leave options

Agile and flexible working

Healthcare plan

Job summary

Leeds Federated is seeking a Complaints Co-ordinator to support the Service Improvement team in Leeds. The role focuses on logging and monitoring complaints, ensuring timely responses, and assisting with ombudsman inquiries to improve processes.

You will work with the Complaints Business Partner and colleagues to maintain accurate records, meet deadlines, and support data protection requirements. Flexible/hybrid options and a strong commitment to customer involvement are offered.

Qualifications

• Experience providing administrative support and maintaining accurate records.
• Good computer literacy and ability to use digital systems effectively.
• Strong organisational skills and ability to manage competing priorities.
• Clear communication and ability to build positive working relationships.
• Experience dealing with complaints, ideally in social housing.
• Knowledge of regulatory requirements for social housing complaints.

Responsibilities

• Provide support and guidance to staff to ensure complaints are logged correctly.
• Monitor cases to ensure timely responses within timescales.
• Assist with understanding customer issues and outcomes, contacting customers when appropriate.
• Keep up to date with regulatory requirements for complaints.
• Check data accuracy and completeness of complaints information.
• Contact customers for follow-up surveys after closure.
• Support information requests while protecting data privacy.
• Collaborate on project work and improvements to complaints processes.
• Stay informed about the Housing Ombudsman Complaint Handling Code.

Skills

Administrative support

Record keeping

Digital systems

Organisational skills

Customer communication

Social housing knowledge

Tools

Microsoft 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.
  
• 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

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.