Complaint Coordinator Fixed Term Contract (6 Months) £32369.62 Flexible/Hybrid working Are you passionate about making a real difference in your community while growing your career? If so, this is your opportunity to use your skills to help us deliver value, quality, and great service. The Role As a Complaints Coordinator, you will play a key role in supporting teams across Trivallis to manage and resolve complaints effectively. You will work closely with colleagues from a range of departments to ensure complaints are handled efficiently, in line with our policies and procedures, while maintaining full compliance with regulatory requirements. About You We are looking for a dedicated and proactive Complaints Coordinator to be the first point of contact for complainants and stakeholders, building strong relationships and providing clear, empathetic support. You will play a key role in investigating complaints, ensuring concerns are thoroughly addressed, and identifying opportunities to improve our services. Your ability to analyse complex information and provide well-structured responses will be crucial in maintaining high standards of customer satisfaction. This role involves reviewing and refining complaint-handling processes, tracking and analysing trends, and working closely with colleagues across the organisation to enhance our customer-focused approach. You will also support the implementation of policies that drive service improvements and ensure compliance with statutory requirements. We are looking for someone with experience handling complex complaints within a structured process, strong analytical skills, and the ability to communicate effectively and sensitively. Excellent organisational skills are essential, along with the ability to manage multiple cases and meet deadlines. Proficiency in Microsoft Office is required, and Welsh language skills would be an advantage. This is a fantastic opportunity to make a real impact, shaping how we respond to complaints and ensuring the voices of our customers are heard and acted upon. If you are passionate about customer service and continuous improvement, we’d love to hear from you. Why Join Trivallis? We are a community mutual housing association which is owned by our tenants, rooted in our local communities, and working through collaboration and partnership. Joining us means becoming part of a supportive, inclusive, and forward-thinking team. We value our people and are committed to helping you develop your skills and achieve your goals. You will benefit from: A generous 30-day annual leave entitlement Generous Local Government Pension scheme Flexible/Hybrid working, with three days in the office and two days at home Healthshield cash back plan for you and your family Active Wellbeing support groups across the business Learning and development programme where we invest in your personal development Opportunity to be involved in facilitating the diversity and inclusivity across Trivallis We support flexible working and job share arrangements and are happy to discuss how we can make this role work for you. How To Apply For further details and to apply please click the apply button. The closing date for receipt of applications is 21 September 2025 If you would like to find out more about this role, please contact Karen.Boyland@trivallis.co.uk. Direct applications from individual candidates are preferred for this job opportunity. We kindly ask recruitment agencies to refrain from contacting us via email or phone. Unsolicited approaches will not be considered or responded to. Please note that we reserve the right to shortlist and interview candidates as we go along, so don’t delay in getting your application over to us. We are proud to be a Disability Confident employer, which means we are committed to ensuring fair opportunities for disabled people and providing a supportive workplace. We guarantee an interview to all disabled applicants who meet the minimum required criteria for the role. We are an equal opportunity employer and welcome applications from people of all backgrounds, abilities, and experiences.