Resident Complaints & Service Coordinator

Pinnacle Group; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Flexible Working Arrangements

Pension scheme

Annual leave

Private Medical Insurance

Cycle to Work Scheme

Employee Assistance Programme

Job summary

Pinnacle Group is seeking a Complaints Coordinator to join our Residential Management Services division and provide efficient administrative support to the complaints function within a social housing environment.

The role involves logging, tracking and progressing resident complaints, issuing surveys and maintaining records to support learning and service improvement, with a hybrid working pattern and occasional travel to our Chancery Lane office in London.

Qualifications

• Good administrative skills and ability to organise work with deadlines.
• Strong attention to detail when recording information and updating records.
• Clear, professional and empathetic written and verbal communication with residents.
• Understanding of customer service principles and accessible communication.
• Experience using Microsoft Office and maintaining electronic records.

Responsibilities

• Receive, log and acknowledge complaints on the management system.
• Categorise complaints and allocate to colleagues or service areas.
• Track cases from receipt to completion within timescales.
• Maintain accurate complaint activity records and evidence.
• Chase updates and gather information to reflect progress.
• Prepare and send routine complaint correspondence using templates.
• Send satisfaction surveys and record responses on the system.
• Support production of complaint performance data.
• Identify recurring themes to support service improvement.
• Handle resident information confidentially in line with data protection.
• Provide general administrative support to the complaints team.
• Promote a customer-focused, learning-led approach to complaints.

Skills

Administrative skills

Attention to detail

Written & verbal communication

Customer service basics

Microsoft Office

Tools

CRM system

Job description

Pinnacle Group is seeking a Complaints Coordinator to join our Residential Management Services division and provide efficient administrative support to the complaints function within a social housing environment.

The role involves logging, tracking and progressing resident complaints, issuing surveys and maintaining records to support learning and service improvement, with a hybrid working pattern and occasional travel to our Chancery Lane office in London.