About the Role
We are seeking a proactive and organised Complaints Coordinator to join our customer-focused housing association team based near Preston. This is a key role responsible for managing and resolving customer complaints efficiently, fairly, and in line with regulatory standards.
You will act as the central point of contact for complaints, ensuring residents feel heard, respected, and supported while working collaboratively with internal teams to deliver timely and effective resolutions.
Key Responsibilities
* Manage the end-to-end complaints process, from initial receipt through to resolution
* Acknowledge, log, and track complaints in line with policy and regulatory requirements
* Liaise with internal departments to investigate issues thoroughly
* Ensure responses are clear, empathetic, and meet quality standards
* Monitor deadlines and ensure all complaints are handled within agreed timescales
* Identify trends and recurring issues, providing insight to improve services
* Maintain accurate records and produce reports for management
* Support compliance with the Housing Ombudsman Complaint Handling Code
About You
* Previous experience in a complaints handling, customer service, or housing-related role
* Strong communication skills, both written and verbal
* Ability to manage sensitive situations with empathy and professionalism
* Excellent organisational skills and attention to detail
* Confident working with multiple stakeholders and managing competing priorities
* Knowledge of social housing or regulatory frameworks is desirable but not essential
What We Offer
* Competitive salary and benefits package
* Flexible/hybrid working options
* Opportunities for professional development and training
* A supportive and inclusive working environment
* The chance to make a real difference in residents’ lives
How to Apply
If you are passionate about delivering excellent customer service and improving resident experiences, we’d love to hear from you. Please submit your CV and a short covering statement outlining your suitability for the role