Customer Feedback Co-Ordinator

Customer Feedback Co-ordinator Didsbury, Manchester£33,056 pro rataFTC - March 2027You''ll act as the main contact for customers wishing to pass on feedback and will oversee, record, investigate and respond to complaint cases received by the Group. The role involves liaising between the customer and service teams, ensuring that all customers are treated fairly and the appropriate remedies and resolutions are agreed in line with the Customer Feedback policy, the Housing Ombudsman Complaints Handling Code and Great Places'' values.What you''ll be doingEnsuring complaints and compliments are captured and recorded in the complaints databaseActing as a point of contact for service area colleagues supporting with complaint investigations.Acting as a key point of contact for customers and ensuring they are kept up to date and informed about the customer feedback process.Monitoring and tracking complaint cases from ''end to end'', to ensure Great Places is compliant with the Customer Feedback policyMonitor and reporting the number and type of complaints received on a weekly basis.Working closely with the Head of Customer Voice and the Customer Feedback Manager to produce a number of Customer Feedback reports to raise awareness of lessons learned from complaints, service improvements and best practice measures that could be introduced following customer feedback.Co-ordinate and responding to cases that are progressed through the Customer Feedback policy and those that are escalated ..... full job details .....