Complaint Lead

Complaints CoordinatorPay Rate: £16.23 PAYE or £20.51 Umbrella per hourJob Type: Temporary till October 2026Start date either: 20th July or 27th July 2026Training in Ealing for 2 days (travel paid for) Location: Remote WorkingPositions Available: 14OverviewWe are recruiting for experienced Complaints Coordinator to join a busy customer service and complaints team. This role is responsible for investigating and resolving resident complaints, ensuring fair, thorough, and timely outcomes in line with the Housing Ombudsman Complaint Handling Code.The successful candidate will have strong investigation skills, excellent written communication abilities, and experience managing complaints within a housing, public sector, contact centre, or customer service environment. You will work collaboratively with internal teams and external contractors to deliver positive customer outcomes while identifying opportunities for service improvement.Day-to-Day ResponsibilitiesInvestigate resident complaints thoroughly, gathering and analysing relevant information to reach fair and balanced resolutionsManage complaints in accordance with the Housing Ombudsman Complaint Handling Code and organisational policiesLiaise with internal departments, stakeholders, and external contractors to obtain evidence and progress investigationsDraft clear, professional, and comprehensive complaint responsesMaintain accurate records of all complaint activities and customer interactions within CRM systemsEnsure ..... full job details .....