Customer Complaints & Service Coordinator (Hybrid)

Hightown Housing Association; Hemel Hempstead; Hybrid; GBP 24,000 - 33,000; Full time

Benefits offered by this job

33 days leave

Annual attendance bonus

On-site gym

Workplace pension

Life assurance cover

Staff discounts

Job summary

Hightown Housing Association in Hemel Hempstead is seeking a Complaints Assistant to support the Complaints & Resolution Manager. You will handle customer calls, acknowledge complaints in writing, manage the complaints log, and input data to keep records accurate.

This full-time hybrid role pays £28,719 per annum, with 33 days’ leave, a workplace pension, life assurance, on-site gym access and staff discounts.

Qualifications

• Empathetic and customer-focused approach.
• Attention to detail with accurate records.
• Proactive and collaborative, able to work with multiple teams.
• Confident in pursuing information to meet deadlines.
• Strong administration and data-entry skills.

Responsibilities

• Provide administrative support and acknowledge complaints in writing.
• Coordinate and maintain the Complaints Log and ensure accuracy of records.
• Input data, process information, and maintain logs with precision.
• Monitor progress and chase commitments post investigations.
• Promote excellent customer engagement across the organisation.
• Take minutes for Customer Complaints Scrutiny Panel and Quarterly Lessons Learnt meetings.
• Assist with responses to Subject Access Requests.
• Complete complaints closure surveys with customers and support data collection.
• Produce reports by gathering information from across the organisation.

Skills

Empathetic & customer-focused

Detail-oriented

Proactive & collaborative

Confident to chase information

Administrative excellence

Tools

Office software

Job description

Hightown Housing Association in Hemel Hempstead is seeking a Complaints Assistant to support the Complaints & Resolution Manager. You will handle customer calls, acknowledge complaints in writing, manage the complaints log, and input data to keep records accurate.

This full-time hybrid role pays £28,719 per annum, with 33 days’ leave, a workplace pension, life assurance, on-site gym access and staff discounts.