Housing Complaints Coordinator

Reed; Greater London; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A leading recruitment agency in Greater London is seeking a Complaints Coordinator who will manage customer complaints efficiently while ensuring compliance with housing regulations. The position offers a competitive hourly rate and a flexible hybrid working model. Ideal candidates will have proven experience handling complaints in the housing sector and excellent communication skills to empathize with customers. Training will be provided during the initial week, setting you up for success in a supportive team environment.

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.
• Excellent communication skills with an empathetic approach.

Responsibilities

• Allocate incoming complaints to team members for resolution.
• Review and process compensation claims per policy.
• Maintain accurate case tracking in CRM.
• Provide updates and manage customer expectations.
• Ensure complaint handling adheres to guidelines.

Skills

Experience in housing sector

Understanding of housing regulations

Effective communication

Proficient in CRM systems

Organizational 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