Remote Complaints Coordinator - Service Improvement

Housing Diversity Network; Leeds; Hybride; GBP 23 000 - 27 000; Temps partiel

Avantages offerts par ce poste

Generous holiday allowance

Flexible leave options

Agile and flexible working

Healthcare plan

Résumé du poste

Leeds Federated is seeking a Complaints Co-ordinator to support the Service Improvement team in Leeds. The role focuses on logging and monitoring complaints, ensuring timely responses, and assisting with ombudsman inquiries to improve processes.

You will work with the Complaints Business Partner and colleagues to maintain accurate records, meet deadlines, and support data protection requirements. Flexible/hybrid options and a strong commitment to customer involvement are offered.

Qualifications

• Experience providing administrative support and maintaining accurate records.
• Good computer literacy and ability to use digital systems effectively.
• Strong organisational skills and ability to manage competing priorities.
• Clear communication and ability to build positive working relationships.
• Experience dealing with complaints, ideally in social housing.
• Knowledge of regulatory requirements for social housing complaints.

Responsabilités

• Provide support and guidance to staff to ensure complaints are logged correctly.
• Monitor cases to ensure timely responses within timescales.
• Assist with understanding customer issues and outcomes, contacting customers when appropriate.
• Keep up to date with regulatory requirements for complaints.
• Check data accuracy and completeness of complaints information.
• Contact customers for follow-up surveys after closure.
• Support information requests while protecting data privacy.
• Collaborate on project work and improvements to complaints processes.
• Stay informed about the Housing Ombudsman Complaint Handling Code.

Connaissances

Administrative support

Record keeping

Digital systems

Organisational skills

Customer communication

Social housing knowledge

Outils

Microsoft Office

CRM systems

Description du poste

Leeds Federated is seeking a Complaints Co-ordinator to support the Service Improvement team in Leeds. The role focuses on logging and monitoring complaints, ensuring timely responses, and assisting with ombudsman inquiries to improve processes.

You will work with the Complaints Business Partner and colleagues to maintain accurate records, meet deadlines, and support data protection requirements. Flexible/hybrid options and a strong commitment to customer involvement are offered.