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: 14Overview

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 requiredSkills & 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 applicationsKey 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 environmentTo apply for the Complaints Coordinator position, please submit your CV for consideration