Housing Complaints Coordinator
*Hourly Rate: £14.34 PAYE
*Location: Hybrid - London SE1 / Ealing or Pitsea + WFH
*Job Type: Temporary, Immediate Start
We are seeking a Housing Complaints Coordinator to manage and coordinate customer complaints efficiently, ensuring timely resolution and compliance with organisational policies and regulatory standards. This role requires initial training in the office, followed by hybrid working with office days on Tuesday and Thursday.
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 in complaint handling or a similar role.
*Strong organisational and coordination skills.
*Excellent communication skills, capable of dealing with diverse customer emotions and providing empathetic responses.
*Proficiency in using CRM systems to track and manage complaints.
*Ability to adhere to and enforce regulatory standards and organisational policies.
Benefits:
*Competitive hourly rate.
*Flexible hybrid working arrangement.
*Comprehensive training and support.
*Opportunity to work within a dynamic and supportive team environment.
To apply for the Housing Complaints Coordinator position, please submit your CV