The vacancy Hours: 35 hours per week We are currently looking to recruit a Complaints Coordinator to join our Extra Care team here at Housing 21. Within the role you will be required to provide efficient administration and support to the Extra Care Complaints Team and the wider business. The role handler will also support the administration around responding to the Housing Ombudsman in a timely and efficient manner The job holder will make sure that they fully understand and fulfil their responsibilities in respect of Health & Safety, Diversity and Inclusion and Data Protection at all times. While the role is home based the successful candidate will be required to attend team meetings at our head office in Birmingham as required. Curious to know more? If you're looking for an opportunity where you can make a real difference, with an organisation with a strong social purpose, take a look at the job description attached. We'd love to meet you! What we're looking for The essential requirements for the role include: Office administration including good knowledge of IT and Microsoft. Knowledge of confidentiality and data protection legislation. Experience of working in a fast paced, high-volume environment and delivery of excellent customer service, either in a face-to-face or telephone environment Flexible and adaptable to the needs of customers and to the business. Level 3 qualification or relevant work experience. Why us? We support our employees to do what they do best, whether that's through flexible working, learning new skills or being part of a friendly and supportive workplace culture. We also offer a great benefits package including Blue Light Card discount, holiday trade scheme, volunteer days, Occupational Sick Pay, Occupational Maternity Pay and more. As part of our commitment to our employees and offering flexibility, we now offer a nine-day fortnight, providing employees with the opportunity to work their hours across nine days and have a three-day weekend every other week. Further details on how this works will be discussed with successful candidates upon an offer being made. Closing date for applications 17 August 2025 Due to the nature of this role this advert may close earlier than the closing date listed and once sufficient applications have been received. Please apply early to avoid disappointment. About us We know that great people make a great organisation, which is why we put people at the heart of everything we do. You are as valuable to us as our corporate employees, which is why we offer occupational sick pay, occupational maternity and paternity pay and benefits such as the Blue Light Card to all our Extra Care employees. At Housing 21 we pride ourselves on being passionate about people and are committed to investing in those who work for us to help them to be the best they can be. When you work for us, you will be joining an organisation that holds the Investors in People Platinum standard and was rated the UK's third Best Place to Work in 2024 by Glassdoor. Our people are our foundation, and we know how important it is to support them to do what they do best, whether through flexible working, learning new skills or being part of a friendly and supportive workplace culture. You shouldn't have to choose between a career and care, and we want to support you to advance your career with us, which is why we have a dedicated learning pathway through our Extra Care Academy that could lead to future roles with salaries of £50,000! A career in care means you can make a difference and help our residents to live independently in their own homes. We are incredibly proud of the culture we have created and celebrate the positive difference we make to society. If you think you're ready for a new challenge and able to make a difference, then come and join us! Benefits Blue Light Card Discounted retail, leisure and hospitality Holiday trade scheme Funded health cash plan Occupational maternity pay / paternity pay Pension contributions Occupational sick pay Lifestyle discounts Car salary sacrifice and leasing scheme Learning and development opportunities