Job Title: Complaints Coordinator Contract Type: Temporary Duration: 4-month contract (December 2025 - April 2026) Pay Rate: £14.34 per hour Working Pattern: First week: Office-based for training Thereafter: Hybrid working (2 days in office, 3 days working from home) Office Locations: Ealing West Bromley (WBR) Pitsea Job Purpose The Complaints Coordinator will be responsible for managing and coordinating customer complaints efficiently, ensuring timely resolution in line with organisational policies, procedures, and relevant regulatory standards. The role requires previous housing sector experience and a strong commitment to delivering high-quality customer service. Key Responsibilities Manage and coordinate customer complaints from receipt through to resolution Ensure complaints are acknowledged, investigated, and responded to within agreed timescales Liaise with internal departments and stakeholders to gather information and drive effective resolutions Maintain accurate and up-to-date complaint records on internal systems Ensure all responses comply with organisational policies, procedures, and regulatory requirements Identify trends and recurring issues, escalating concerns where appropriate Provide clear, professional, and empathetic communication to customers throughout the complaints process Support service improvement by feeding back learning outcomes from complaints Essenti...