Complaints & Service Improvement 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

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.