Complaints Coordinator

Overview

Join to apply for the Complaints Coordinator role at DesignerStudio.Location:

BromleySalary:

£30,000 pro rataHours:

8am – 5.30pm, Monday to FridayJob type:

9–12 month contract (maternity cover)Responsibilities

Log and acknowledge all complaints related to heating and hot water services in line with contract policies.Triage complaints based on urgency, 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 progress and outcomes.Track complaint response times to ensure compliance with contractual targets.Monitor contractor performance related to complaint handling and raise persistent issues with contract managers.Maintain detailed records of complaints, communications, actions taken, and final outcomes in the complaints management system.Prepare regular reports on complaint volumes, root causes, and trends to support service improvement.Work with housing officers, tenant liaison officers, and technical teams to resolve underlying issues.Identify recurring faults and recommend preventative actions; contribute to service reviews.Ensure complaint handling is compliant with the Housing Ombudsman Code or similar regulatory frameworks where applicable.Support residents with additional needs by ensuring reasonable adjustments during complaint resolution.Attend review meetings and contractor performance discussions to present data and insights.Requirements

Experience in an administrative role.Strong organizational skills with the ability to manage multiple tasks and deadlines.Proficiency in Microsoft Excel, Word, and Outlook.Excellent written and verbal communication skills.High attention to detail and accuracy in administrative processes.Proactive and solution-focused with a positive attitude.Strong problem-solving skills and ability to work under pressure.Excellent time management and prioritisation skills.Customer-focused mindset with a commitment to delivering high-quality service.If you meet the above criteria, please apply ..... full job details .....