Overview
Join to apply for the Complaints Coordinator role at DesignerStudio.
Location: Bromley
Salary: £30,000 pro rata
Hours: 8am – 5.30pm, Monday to Friday
Job type: 9–12 month contract (maternity cover)
Responsibilities
* Log and acknowledge all complaints related to heating and hot water services in line with contract policies.
* Triage complaints based on urgency, 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 progress and outcomes.
* Track complaint response times to ensure compliance with contractual targets.
* Monitor contractor performance related to complaint handling and raise persistent issues with contract managers.
* Maintain detailed records of complaints, communications, actions taken, and final outcomes in the complaints management system.
* Prepare regular reports on complaint volumes, root causes, and trends to support service improvement.
* Work with housing officers, tenant liaison officers, and technical teams to resolve underlying issues.
* Identify recurring faults and recommend preventative actions; contribute to service reviews.
* Ensure complaint handling is compliant with the Housing Ombudsman Code or similar regulatory frameworks where applicable.
* Support residents with additional needs by ensuring reasonable adjustments during complaint resolution.
* Attend review meetings and contractor performance discussions to present data and insights.
Requirements
* Experience in an administrative role.
* Strong organizational skills with the ability to manage multiple tasks and deadlines.
* Proficiency in Microsoft Excel, Word, and Outlook.
* Excellent written and verbal communication skills.
* High attention to detail and accuracy in administrative processes.
* Proactive and solution-focused with a positive attitude.
* Strong problem-solving skills and ability to work under pressure.
* Excellent time management and prioritisation skills.
* Customer-focused mindset with a commitment to delivering high-quality service.
If you meet the above criteria, please apply now.
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