At a Glance
- Tasks: Support the complaints process and ensure timely responses for customers.
- Company: Join Leeds Federated, a purpose-driven housing association making a difference.
- Benefits: Generous holiday allowance, flexible working options, and healthcare plan.
- Other info: Temporary contract with excellent career growth opportunities.
- Why this job: Make an impact by ensuring customer voices are heard in local communities.
- Qualifications: Experience in admin support, good communication, and organisational skills.
We’re recruiting for a Complaints Co-ordinator to join our Service Improvement team at Leeds Federated. This role is focused on supporting the complaints process, ensuring records are accurate, cases are monitored effectively and customers receive a timely response.
You’ll work closely with the Complaints Business Partner and colleagues across Leeds Federated to support the day-to-day running of the complaints service. You’ll help ensure complaints are logged correctly, monitor cases and deadlines, support Housing Ombudsman enquiries and help us identify ways to improve our processes.
What you’ll do:
- Provide support, guidance and advice to staff to ensure that all complaints are logged correctly in the first instance.
- Monitor complaints to ensure that they are picked up and responded to in line with appropriate timescales.
- Support colleagues to understand the issues customers want addressed and the outcomes they are seeking, contacting customers directly where appropriate.
- Keep up to date with any changes to regulatory and statutory requirements for complaints.
- Check complaints data 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.
- Work with the Complaints Business Partner on 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:
- Experience of providing administrative support and maintaining accurate records.
- Good computer literacy, with the ability to use digital systems and tools effectively.
- Good organisational skills, with the ability to manage competing priorities and meet deadlines.
- Clear communication skills and the ability to build positive working relationships with colleagues and customers.
It would be desirable if applicants also have:
- Experience of dealing with complaints, ideally in a social housing environment.
- Knowledge of regulatory and other requirements for social housing complaints.
Please note that this role is a 30 Hours, Temporary Fixed Term contract (contracted until 31/03/2029).
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?
- 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.
Leeds Federated is an equal opportunities employer and promotes diversity in everything we do and therefore welcomes applications from all sections of the community.
The Company 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.
Complaints Coordinator in Holbeck employer: Leeds Federated Housing Association
At Leeds Federated, we pride ourselves on fostering a supportive and inclusive work environment where employee safety and growth are paramount. As a Fire Protection and Compliance Assistant, you will benefit from competitive salary packages, ongoing training opportunities, and a strong commitment to professional development, all while contributing to the vital mission of ensuring community safety in Leeds.
Contact Details:
Leeds Federated Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Coordinator in Holbeck
✨Get Social with Customer Support Communities
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We think you need these skills to ace Complaints Coordinator in Holbeck
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Leeds Federated Housing Association.
How to prepare for a job interview at Leeds Federated Housing Association
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Leeds Federated Housing Association's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Leeds Federated Housing Association offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
