Complaints Coordinator
Location: Bromley
Salary: £30,000 pro rata
Hours: 8am 5.30pm, Monday Friday.
Job type: 9 12 month contract (maternity cover)
Bridge Recruitment is helping one of our established clients recruit for an experienced Complaints Coordinator to join their expanding team.
Responsibilities of the Complains Coordinator:
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.
Work collaboratively with housing officers, tenant liaison officers, and technical teams to resolve underlying issues.
Contribute to service reviews by identifying recurring faults (e.g., boiler failures, missed appointments) and recommending preventative actions.
Ensure all complaint handling is compliant with the Housing Ombudsman Code or similar regulatory frameworks, where applicable.
Support residents with additional needs (e.g., elderly, disabled) by ensuring reasonable adjustments are made during complaint resolution.
Attend review meetings and contractor performance discussions to present complaint data and insights.
Requirements of the Complaints Coordinator:
Experience in an administrative role
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
Customer focused mindset with a commitment to delivering high quality service
If you feel like you meet the above criteria for the Complaints Coordinator role, then please apply now!
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