Complaint Lead

Complaints Coordinator

• Pay Rate: -16.23 PAYE or -20.51 Umbrella per hour
• Job Type: Temporary till October 2026
• Start date either: 20th July or 27th July 2026
• Training in Ealing for 2 days (travel paid for)
• Location: Remote Working
• Positions Available: 14

Overview

We 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 Responsibilities

• Investigate resident complaints thoroughly, gathering and analysing relevant information to reach fair and balanced resolutions
• Manage complaints in accordance with the Housing Ombudsman Complaint Handling Code and organisational policies
• Liaise with internal departments, stakeholders, and external contractors to obtain evidence and progress investigations
• Draft clear, professional, and comprehensive complaint responses
• Maintain accurate records of all complaint activities and customer interactions within CRM systems
• Ensure complaints are managed within agreed service level agreements (SLAs)
• Escalate complex cases where appropriate and provide recommendations for resolution
• Identify recurring themes and trends within complaints and provide feedback to support service improvements
• Communicate effectively with residents throughout the complaint process, providing updates and managing expectations
• Support a positive complaint-handling culture focused on customer satisfaction and continuous improvement
• Contribute to team objectives and provide support to colleagues when required

Skills & Experience Required

• Previous experience in a Complaint Investigator, Complaints Officer, Customer Relations, or similar complaints-handling role
• Proven experience investigating and resolving complex customer complaints
• Experience working within a contact centre, customer service, housing, or public sector environment
• Strong understanding of complaint resolution processes and best practices
• Excellent written and verbal communication skills
• Experience using CRM systems and customer service platforms
• Good organisational skills with the ability to manage competing priorities and meet deadlines
• Ability to analyse information, make informed decisions, and provide balanced outcomes
• Strong attention to detail and record-keeping skills
• Competent using Microsoft Office applications

Key Competencies

• Customer-focused approach
• Strong investigative and problem-solving skills
• Excellent written communication and report-writing abilities
• Ability to manage sensitive and challenging conversations professionally
• Resilient and calm under pressure
• Strong organisational and time management skills
• Able to work independently and manage a high-volume workload
• Collaborative team player
• Adaptable and flexible in a fast-paced environment

To apply for the Complaints Coordinator position, please submit your CV for consideration.