£30000/annum
Complaints Coordinator
Location: Bromley
Salary: GBP30,000 pro rata
Hours: 8am - 5.30pm, Monday - Friday.
Job type: 9 - 12 month contract (maternity cover)
Bridge Recruitment is helping one of our established clients recruit for an experienced Complaints Coordinator to join their expanding team.
Responsibilities of the Complains Coordinator:
- Log and acknowledge all complaints related to heating and hot water services in line with contract policies.
- Triage complaints based on urgency, particularly prioritising cases involving vulnerable tenants or complete service loss.
- Liaise with engineers, contractors, and service teams to investigate and resolve complaints promptly.
- Ensure clear and empathetic communication with residents/tenants, keeping them updated on the progress and outcomes of their complaints.
- Track complaint response times to ensure compliance with contractual response and resolution targets (e.g. Specific Date given on the emails from Client).
- Monitor contractor performance related to complaint handling and service delivery; raise persistent issues with contract managers.
- Maintain detailed records of complaints, communications, actions taken, and final outcomes in the complaints management system. (e.g. Tracker)
- Prepare regular reports on complaint volumes, root causes, and trends to support continuous service improvement.
- Work collaboratively with housing officers, tenant liaison officers, and technical teams to resolve underlying issues.
- Contribute to service reviews by identifying recurring faults (e.g., boiler failures, missed appointments) and recommending preventative actions.
- Ensure all complaint handling is compliant with the Housing Ombudsman Code or similar regulatory frameworks, where applicable.
- Support residents with additional needs (e.g., elderly, disabled) by ensuring reasonable adjustments are made during complaint resolution.
- Attend review meetings and contractor performance discussions to present complaint data and insights.
Requirements of the Complaints Coordinator:
- Experience in an administrative role
- Strong organizational skills with the ability to manage multiple tasks and deadlines
- Proficiency in Microsoft (Excel, Word, Outlook)
- Excellent communication skills, both written and verbal
- High attention to detail and accuracy in all administrative processes
- Proactive and solution focused with a positive attitude
- Strong problem-solving skills and ability to work under pressure
- Excellent time management and prioritization skills
- Customer focused mindset with a commitment to delivering high quality service
If you feel like you meet the above criteria for the Complaints Coordinator role, then please apply now!