Complaints Coordinator in Leeds

30 Hours ¦ Temporary Fixed Term (contracted until 31/03/2029)

We’re recruiting for a Complaints Co-ordinator to join our Service Improvement team at Leeds Fed. This role is focused on supporting the complaints process, ensuring records are accurate, cases are monitored effectively and customers receive a timely response.

Looking for flexibility?
This role is contracted at 30 hours per week, preferably worked across five days. We're open to discussing how those hours are arranged, making this a great opportunity for someone looking to balance work with other commitments.

What you’ll do:

• Provide support to staff to ensure that all complaints are logged correctly
• Monitor complaints to ensure that they are picked up and responded to in line with appropriate timescales
• Support colleagues to understand the issues and summarise customer complaints.
• Check internal records to ensure information is accurate, complete and up to date.
• Contact customers to complete follow-up surveys after their complaints have been closed.
• Support information requests linked to complaints, ensuring information is handled in line with data protection requirements.
• Support the complaints team with project work, meetings, minute-taking and improvements to complaints systems and processes.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant regulatory requirements and good practice, helping us make improvements where needed.

What we’re looking for Someone:

• Who is highly organised and enjoys keeping things on track
• Has good computer literacy, with the ability to use digital systems and tools effectively.
• That is organised and able to manage competing priorities and meet deadlines.
• Can communicate clearly and is able to build positive working relationships with colleagues and customers.
• It would be desirable if applicants also had experience of dealing with complaints, ideally in a social housing environment

If you are ready to take the next step in your career and want to be part of a purpose-driven organisation, apply today!

Why Join Us?

This is an opportunity to be part of a team that helps shape services through meaningful customer involvement. You’ll play an important role in ensuring our customers’ voices are heard while supporting work that positively impacts local communities.

Our commitment to our values goes beyond work itself; it extends to how we support you too.

• Generous holiday allowance – 30 days annual leave plus bank holidays, with an additional 1.5 days off over the Christmas period to help you recharge.
• Flexible leave options – choose to buy extra annual leave or sell back unused days, giving you greater control over your time off.
• Agile and flexible working – offering options to work remotely or from our hubs across Leeds, supporting a balanced and adaptable work life.
• Healthcare plan – access to Health Shield. This allows you to claim back costs on everyday health and wellbeing expenses, with 24/7 GP access and online health assessments.

We reserve the right to close this vacancy if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.

Leeds Federated is an equal opportunities employer and promotes diversity in everything we do and therefore welcomes applications from all sections of the community.

Leeds Federated is a housing association with around 4,500 properties across Leeds, Wakefield, and North Yorkshire.

Our mission is to enable the maximum number of people to access and live sustainably in good-value, affordable housing.