Interim Complaints Coordinator (Housing)

Fairhive Homes Limited; Aylesbury; On-site; GBP 24,000 - 29,000; Full time

Job summary

Fairhive Homes Limited is seeking an Interim Complaints Coordinator to join our Finance and Resources directorate on a fixed-term contract until 31 March 2027. The role manages complaints from initial contact through resolution, ensuring residents receive clear communication, appropriate support and a fair outcome.

You’ll triage cases, record and action them, and provide timely responses in line with procedures and the Housing Ombudsman’s Code.

Qualifications

• Experience in handling complaints or customer service preferred.
• Ability to investigate and establish facts.
• Ability to communicate clearly with residents and colleagues.
• Experience in housing or regulated environments is a plus.

Responsibilities

• Triage complaints and record them accurately.
• Provide timely responses per procedures and Housing Ombudsman Code.
• Conduct initial investigations and coordinate with operational teams.
• Keep residents informed and monitor actions through to completion.
• Determine appropriate compensation up to £50 when appropriate.
• Maintain complaints data and generate reports.

Skills

Communication skills

Organisation

Time management

Prioritisation

IT skills

Technical knowledge

A-level or equivalent

Equality and diversity

Experience in complaints handling

Education

A-level education or equivalent

Job description

Fairhive Homes Limited is seeking an Interim Complaints Coordinator to join our Finance and Resources directorate on a fixed-term contract until 31 March 2027. The role manages complaints from initial contact through resolution, ensuring residents receive clear communication, appropriate support and a fair outcome.

You’ll triage cases, record and action them, and provide timely responses in line with procedures and the Housing Ombudsman’s Code.