Housing Complaints Coordinator

Reed; Basildon; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A leading recruitment agency is seeking a Complaints Coordinator to manage and coordinate customer complaints efficiently. This role involves ensuring timely resolution while adhering to housing regulations. The ideal candidate will have experience in the housing sector and excellent communication skills. Flexibility is offered with a hybrid work model. Responsibilities include assigning complaints, reviewing claims, and maintaining CRM records. A competitive hourly rate is available.

Benefits

Competitive hourly rate

Flexible hybrid working arrangement

Supportive team environment

Training and professional development

Qualifications

• Proven experience in a similar role within the housing sector.
• Strong understanding of housing regulations and complaint handling procedures.
• Proficient in using CRM systems to track and manage complaints.
• Excellent communication skills with empathetic responses.
• Ability to work independently and as part of a team.
• Organisational skills to manage multiple tasks.

Responsibilities

• Allocate incoming complaints to appropriate team members for investigation.
• Review and process compensation claims according to policy.
• Record complaint details in the CRM for accurate tracking.
• Provide updates to customers regarding complaint progress.
• Ensure complaint handling adheres to housing guidelines and regulations.

Skills

Experience in housing sector

Understanding of housing regulations

Proficiency in CRM systems

Excellent communication skills

Ability to manage diverse customer emotions

Organisational skills

Job description

Complaints Coordinator

• Hourly Rate: £14.34
• Location: Pitsea, London SE1 or Ealing Hybrid (Office days are Tuesday and Thursday)
• Job Type: Temporary, Immediate Start

We are seeking a Complaints Coordinator with experience in housing to manage and coordinate customer complaints efficiently. This role requires ensuring timely resolution and compliance with organisational policies and regulatory standards. The position offers hybrid flexibility, with initial training in the office followed by regular office days.

Day-to-day of the role:

• Assign complaints: Allocate incoming complaints to appropriate team members for investigation and resolution.
• Process compensation: Review and process compensation claims in line with policy and authorisation limits.
• Update CRM: Record complaint details and add promise actions to the CRM system to maintain accurate case tracking and follow-up.
• Customer communication: Provide empathetic updates on complaint progress, manage expectations, and resolve issues via phone and email. Handle diverse customer emotions professionally with a solution-focused approach.
• Compliance: Ensure all complaint handling adheres to housing association guidelines and regulatory requirements.

Required Skills & Qualifications:

• Proven experience in a similar role within the housing sector.
• Strong understanding of housing regulations and complaint handling procedures.
• Proficient in using CRM systems to track and manage complaints.
• Excellent communication skills, capable of handling diverse customer emotions and providing empathetic responses.
• Ability to work effectively both independently and as part of a team.
• Organisational skills with the ability to manage multiple tasks simultaneously.

Benefits:

• Competitive hourly rate.
• Flexible hybrid working arrangement.
• Opportunity to work within a supportive team environment.
• Training and professional development during the initial week.

To apply for this Complaints Coordinator position, please submit your CV