Complaints Coordinator
Location: Warrington, WA3 7PB
Salary: £28,500 per annum plus excellent benefits
Schedule: 37.5 hours per week, Monday‑Friday 9am‑5pm – Hybrid working pattern
About the Role
As a Complaints Coordinator in our AASC (Asylum Accommodation and Support Services) team, you’ll play a key role in ensuring complaints are handled fairly, efficiently, and with care – helping to deliver trusted services that make a real difference.
What You’ll Do
* Manage and process complaints and feedback, ensuring timely acknowledgement and resolution in line with agreed KPIs and standards.
* Liaise with internal teams, service providers, and external stakeholders to gather information and ensure accurate, high‑quality responses.
* Monitor and manage the complaints and feedback mailbox, prioritising cases and responding to escalations appropriately.
Produce and maintain accurate management information reports, identifying trends and opportunities for continuous improvement.
Support compliance and quality assurance across complaints handling, ensuring data is recorded accurately and processes are followed.
Build strong relationships across teams to support collaboration, innovation, and high service standards.
Qualifications and Experience
* Minimum 2 years’ experience handling complaints.
* Strong organisational skills, with the ability to manage multiple tasks and meet deadlines.
* Excellent communication skills, both written and verbal, with the confidence to engage stakeholders at all levels.
* High attention to detail and the ability to analyse information and solve problems effectively.
* Strong IT skills, including experience using Microsoft Office and maintaining accurate records.
Vetting and Checks
A standard DBS check will be carried out for this position. This includes spent and unspent convictions, cautions, reprimands, and warnings as permitted under the Rehabilitation of Offenders Act. An Occupational Health Questionnaire will also be completed to ensure you have the necessary support to perform your duties.
Benefits
* Holidays: 25 days plus bank holidays
* Pension: Up to 6% contributory pension scheme
* Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
* Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco‑managed leisure centres, and 24/7 access to a virtual GP service
* Discounts across around 1,000 retailers, including food, clothing, entertainment and travel
* Paid volunteering day and tax‑free charitable giving through Payroll Giving Scheme
* Employee networks supporting inclusion and connection for all staff
Equal Opportunities
We are committed to building a diverse and inclusive organisation that supports the needs of all. We make reasonable adjustments throughout the recruitment and employment process and encourage applications from a diverse candidate pool.
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