Resident Complaints Coordinator

Wates Smartspace; United Kingdom; Remote; GBP 22,000 - 28,000; Full time

Job summary

Wates Smartspace in Walton on Thames is seeking a proactive Complaints Administrator to manage the end-to-end complaints process for a social housing contract. You will log, track, and resolve issues, ensuring timely responses and thorough documentation.

You will liaise with residents and internal teams, draft written responses, monitor deadlines, and help drive service improvements through reporting on volumes, themes, and trends.

Qualifications

• Experience in complaints, admin, or customer service, preferably in social housing or related social services.
• Strong written and verbal communication, with ability to handle sensitive situations tactfully.
• Excellent attention to detail and organisational skills.
• Ability to manage multiple cases, prioritise workloads, and meet deadlines.

Responsibilities

• Log, track, and administer resident complaints from receipt through to resolution.
• Act as a key point of contact for residents, providing clear, empathetic communication.
• Draft written responses to complaints in line with policy and regulatory standards.
• Maintain accurate and detailed records of complaints, actions taken, and outcomes.
• Liaise with internal departments, contractors, and stakeholders to investigate issues.
• Monitor response deadlines and ensure complaints are progressed and closed within service levels.
• Support reporting on complaint volumes, themes, and trends to drive service improvements.
• Ensure complaints handling complies with relevant policies and best practice.

Skills

Complaint handling

Customer service

Attention to detail

Time management

IT literacy

Tools

Microsoft Office

IT systems

Job description

Wates Smartspace in Walton on Thames is seeking a proactive Complaints Administrator to manage the end-to-end complaints process for a social housing contract. You will log, track, and resolve issues, ensuring timely responses and thorough documentation.

You will liaise with residents and internal teams, draft written responses, monitor deadlines, and help drive service improvements through reporting on volumes, themes, and trends.