Complaints Cordinator (Interim)

Fairhive Homes Limited; Aylesbury; On-site; GBP 24,000 - 29,000; Full time

Job summary

Fairhive Homes Limited is seeking an Interim Complaints Coordinator to join our Finance and Resources directorate on a fixed-term contract until 31 March 2027. The role manages complaints from initial contact through resolution, ensuring residents receive clear communication, appropriate support and a fair outcome.

You’ll triage cases, record and action them, and provide timely responses in line with procedures and the Housing Ombudsman’s Code.

Qualifications

• Experience in handling complaints or customer service preferred.
• Ability to investigate and establish facts.
• Ability to communicate clearly with residents and colleagues.
• Experience in housing or regulated environments is a plus.

Responsibilities

• Triage complaints and record them accurately.
• Provide timely responses per procedures and Housing Ombudsman Code.
• Conduct initial investigations and coordinate with operational teams.
• Keep residents informed and monitor actions through to completion.
• Determine appropriate compensation up to £50 when appropriate.
• Maintain complaints data and generate reports.

Skills

Communication skills

Organisation

Time management

Prioritisation

IT skills

Technical knowledge

A-level or equivalent

Equality and diversity

Experience in complaints handling

Education

A-level education or equivalent

Job description

Fixed Term Contract until 31-Mar-2027

Full Time – 37 hours per week

Are you an organised and confident communicator who enjoys solving problems and helping customers reach positive outcomes?

Fairhive is looking for an Interim Complaints Coordinator to join our Finance and Resources directorate. You’ll play an important role in delivering an effective and responsive corporate complaints service, working closely with residents, colleagues, contractors and teams across the organisation.

This is a varied position where you’ll manage complaints from initial contact through to resolution, ensuring residents receive clear communication, appropriate support and a fair outcome.

About the role…

As our Complaints Coordinator, you’ll be a key point of contact for residents and customers who contact us with a complaint or feedback.

You’ll triage cases received through our central mailbox, ensure every complaint is recorded and actioned correctly, and provide timely responses in line with Fairhive’s procedures and the Housing Ombudsman’s Complaint Handling Code.

You’ll carry out initial investigations to establish the facts behind each complaint and work with operational teams to agree the most appropriate course of action. This could occasionally include meeting a resident face-to-face or visiting their home where appropriate.

Throughout the process, you’ll keep residents informed, monitor agreed actions through to completion and help ensure works or appointments are delivered by the relevant teams. You’ll also be able to determine appropriate compensation payments of up to £50.

This role isn’t only about resolving individual complaints. You’ll record lessons learned, identify opportunities to improve services and help monitor the impact of agreed improvements. You’ll also maintain accurate complaints data, including complaint volumes, themes, learning points and customer characteristics, to support internal and resident reporting.

You’ll keep up to date with changes to the Housing Ombudsman’s Complaint Handling Code and help ensure Fairhive’s processes continue to reflect the Code and relevant best practice.

About you...

You’ll be comfortable managing your own workload and taking responsibility for cases from beginning to end. You’ll be able to assess information carefully, identify practical solutions and communicate confidently and professionally with residents and colleagues at all levels.

You’ll also need:

• Strong written and verbal communication skills
• Excellent organisation, administration and time-management skills
• The ability to prioritise competing tasks and meet deadlines
• Good intermediate IT skills
• Skilled technical knowledge relevant to the role
• An A-level education or equivalent
• A commitment to equality and diversity in service delivery
• Previous experience of complaints handling, customer service, case management, housing or working within a regulated environment would help you succeed in this position.

INDHIGH