Complaints Coordinator - Housing Team
*Location: Ealing, WBR, or Pitsea
*Job Type: Hybrid (Office days Tuesday and Thursday)
*Temporary on-going position
*Pay: £14.34 per hour
We are seeking a Complaints Coordinator with experience in the housing sector. This role involves managing and coordinating customer complaints to ensure timely resolution and compliance with organisational policies and regulatory standards.
Day-to-day of the role:
*Assign complaints: Allocate incoming complaints to appropriate team members for investigation and resolution.
*Process compensation: Review and process compensation claims in line with policy and authorisation limits.
*Update CRM: Record complaint details and add promise actions to the CRM system to maintain accurate case tracking and follow-up.
*Customer communication: Provide empathetic updates on complaint progress, manage expectations, and resolve issues via phone and email. Handle diverse customer emotions professionally with a solution-focused approach.
*Compliance: Ensure all complaint handling adheres to housing association guidelines and regulatory requirements.
Required Skills & Qualifications:
*Proven experience as a Complaints Coordinator or similar role within the housing industry.
*Strong understanding of housing regulations and complaint handling procedures.
*Excellent communication skills, both verbal and written, with the ability to handle sensitive situations empathetically.
*Proficient in using CRM systems and managing data accurately.
*Ability to work effectively both independently and as part of a team.
Benefits:
*Flexible hybrid working model with office days on Tuesday and Thursday.
*Competitive salary and benefits package.
*Opportunities for professional development and training.
Please apply here for the Complaints Coordinator position and we will be in touch if you are shortlisted.