Senior Complaints Co-ordinator

Places for People; Preston; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary with yearly review

Pension with matched contributions

Up to 35 days annual leave

Healthcare cashback plan

Bonus scheme for colleagues

Training and development opportunities

Discounts and offers from various shops

Job summary

A community-focused organization in Preston is looking for a Senior Stage 2 Complaint Handler to manage escalated complaints and make final decisions. The role demands extensive experience in complaints handling, strong written communication skills, and critical analytical abilities. Responsibilities include reviewing prior investigations, guiding Stage 1 handlers, and ensuring high-quality outcomes. Competitive salary and generous benefits package included, with the organization committed to fairness and inclusivity in recruitment.

Qualifications

• Extensive experience in complaints handling, ideally with escalated or complex cases.
• Ability to critically analyze investigations and challenge findings where appropriate.
• Strong commitment to fairness and high-quality customer outcomes.
• Confidence in making decisions and explaining outcomes clearly.
• Ability to work independently with sound professional judgement.
• Commitment to fairness, learning, and high‑quality customer outcomes.

Responsibilities

• Lead Stage 2 complaint reviews and make impartial final decisions.
• Review Stage 1 investigations for fairness, quality, and compliance.
• Highlight systemic issues and support service improvement activity.
• Produce high‑quality written responses outlining clear rationale and outcomes
• Work collaboratively with teams across the organisation
• Highlight systemic issues and support service improvement activity
• Provide guidance and coaching to Stage 1 Complaint Handlers
• Ensure all Stage 2 response timeframes and quality standards are met

Skills

Extensive experience in complaints handling

Excellent written communication skills

Ability to analyze investigations critically

Confidence in decision making

Strong attention to detail

Ability to work independently

Job description

About the Role

You're recruited as a Senior Stage 2 Complaint Handler who serves as the organisation's final internal decision‑maker for escalated complaints. This key role requires making fair, balanced, evidence‑based decisions while ensuring compliance with policies, procedures, and the Housing Ombudsman Complaint Handling Code.

What You'll Do

• Lead Stage 2 complaint reviews and make impartial, final decisions
• Review Stage 1 investigations for fairness, quality, and compliance
• Identify gaps or failings and undertake further investigation where needed
• Produce high‑quality written responses outlining clear rationale and outcomes
• Work collaboratively with teams across the organisation
• Highlight systemic issues and support service improvement activity
• Provide guidance and coaching to Stage 1 Complaint Handlers
• Ensure all Stage 2 response timeframes and quality standards are met

What We're Looking For

• Extensive experience in complaints handling, ideally with escalated or complex cases
• Ability to analyse investigations critically and challenge findings where appropriate
• Excellent written communication skills with strong attention to detail
• Confidence in making decisions and explaining outcomes clearly
• Ability to work independently with sound professional judgement
• Commitment to fairness, learning, and high‑quality customer outcomes

Benefits

• Competitive salary, with a salary review yearly
• Pension with matched contributions up to 7%
• Excellent holiday package – up to 35 days annual leave with the option to buy or sell leave
• Cashback plan for healthcare costs – up to £500 saving per year
• A bonus scheme for all colleagues at 2%
• Training and development
• Extra perks including huge discounts and offers from shops, cinemas and much more

Inclusive Recruitment

We are committed to creating an inclusive and accessible recruitment process. We offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. We provide reasonable adjustments to support your application and interview experience.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We support the safeguarding of children, young people, and adults at risk from harm, abuse, and neglect. All employees are subject to safeguarding policies and pre-employment checks, including DBS checks where applicable.

We are proud to support the Armed Forces Covenant and the Disability Confident scheme, guaranteeing interview opportunities where applicants meet essential criteria.