Hybrid Complaints Coordinator - Housing Services

Pinnacle Group Limited; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Pinnacle Group Limited is seeking a Complaints Coordinator to support the complaints function within a social/private housing environment. The role involves logging, acknowledging, monitoring and progressing resident complaints in line with procedures and codes, and providing essential administrative support to the team.

The post holder will work in a hybrid role with travel to our Chancery Lane, London office, helping ensure timely resolution, accurate records and data-driven service

Qualifications

• Strong administrative skills and ability to meet deadlines.
• Excellent attention to detail in record-keeping.
• Clear written and verbal communication with residents.
• Understanding of customer service principles.
• Experience with Microsoft Office and electronic records.
• Familiarity with case management or housing systems is desirable.
• Ability to manage competing priorities and follow up actions.
• Respect for confidentiality and data protection.

Responsibilities

• Receive, log and acknowledge complaints on the management system.
• Categorise complaints and allocate to appropriate colleague.
• Track cases from receipt to completion against timescales.
• Maintain accurate records of activity, outcomes and evidence.
• Chase updates and gather information to reflect progress.
• Prepare and send routine complaint correspondence using templates.
• Send satisfaction surveys and record responses.
• Support production of complaint performance data.
• Identify recurring themes and service issues from data.
• Handle resident information confidentially and in line with DP requirements.
• Provide general administrative support including inbox and filing.
• Promote customer-focused and learning-led approach to complaints.

Skills

Administrative skills

Attention to detail

Communication skills

Microsoft Office

Record keeping

Customer service experience

Job description

Pinnacle Group Limited is seeking a Complaints Coordinator to support the complaints function within a social/private housing environment. The role involves logging, acknowledging, monitoring and progressing resident complaints in line with procedures and codes, and providing essential administrative support to the team.

The post holder will work in a hybrid role with travel to our Chancery Lane, London office, helping ensure timely resolution, accurate records and data-driven service