As a Complaints Co-Ordinator, you must be adaptable, you will provide essential administrative support to the contract team, This role requires strong communication, organisational, and problem-solving skills, along with a customer-focused mindset and the ability to handle sensitive or escalated issues professionally. You will serve as the central point of contact for receiving, documenting, investigating, and responding to complaints. This role is working 100% in the office, cover maternity leave - 1 year contract to commence asap THE IDEAL CANDIDATE WITH HAVE EXPERIENCE OF WORKING WITH LONDON OR LOCAL BOROUGHS - THIS WOULD BE A HUGE ADVANTAGE FOR THIS ROLE BUT NOT ESSENTIAL Log and acknowledge all complaints related to heating and hot water services in line with contract policies. Triage complaints based on urgency, particularly 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 the progress and outcomes of their complaints. Track complaint response times to ensure compliance with contractual response and resolution targets (e.g. Specific Date given on the emails from Client ). Monitor contractor performance related to complaint handling and service delivery; raise persistent issues with contract managers. Maintain detailed records of complaints, communications, actions taken, and final outcomes in the complaints management system. (e.g. Tracker) Prepare regular reports on complaint volumes, root causes, and trends to support continuous service improvement. Skills below Experience in an administrative role - if you have dealt with complaints this would be an advantage Strong organizational skills with the ability to manage multiple tasks and deadlines Proficiency in Microsoft (Excel, Word, Outlook) Excellent communication skills, both written and verbal High attention to detail and accuracy in all administrative processes Proactive and solution focused with a positive attitude Strong problem-solving skills and ability to work under pressure Excellent time management and prioritization skills