At a Glance
- Tasks: Lead and review escalated complaints, ensuring fair and evidence-based decisions.
- Company: A supportive organisation committed to high-quality customer outcomes.
- Benefits: Competitive salary, generous holiday, healthcare cashback, and bonus scheme.
- Other info: Inclusive recruitment process with guaranteed interviews for eligible candidates.
- Why this job: Make a real difference by improving services and supporting customers.
- Qualifications: Experience in handling complex complaints and excellent written communication skills.
The predicted salary is between 35000 - 45000 £ per year.
About the Role
You're recruited as a Senior Stage 2 Complaint Handler who serves as the organisation's final internal decision‑maker for escalated complaints. This key role requires making fair, balanced, evidence‑based decisions while ensuring compliance with policies, procedures, and the Housing Ombudsman Complaint Handling Code.
What You'll Do
- Lead Stage 2 complaint reviews and make impartial, final decisions
- Review Stage 1 investigations for fairness, quality, and compliance
- Identify gaps or failings and undertake further investigation where needed
- Produce high‑quality written responses outlining clear rationale and outcomes
- Work collaboratively with teams across the organisation
- Highlight systemic issues and support service improvement activity
- Provide guidance and coaching to Stage 1 Complaint Handlers
- Ensure all Stage 2 response timeframes and quality standards are met
What We're Looking For
- Extensive experience in complaints handling, ideally with escalated or complex cases
- Ability to analyse investigations critically and challenge findings where appropriate
- Excellent written communication skills with strong attention to detail
- Confidence in making decisions and explaining outcomes clearly
- Ability to work independently with sound professional judgement
- Commitment to fairness, learning, and high‑quality customer outcomes
Benefits
- Competitive salary, with a salary review yearly
- Pension with matched contributions up to 7%
- Excellent holiday package – up to 35 days annual leave with the option to buy or sell leave
- Cashback plan for healthcare costs – up to £500 saving per year
- A bonus scheme for all colleagues at 2%
- Training and development
- Extra perks including huge discounts and offers from shops, cinemas and much more
Inclusive Recruitment
We are committed to creating an inclusive and accessible recruitment process. We offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. We provide reasonable adjustments to support your application and interview experience.
Safeguarding
At Places for People, safeguarding is everyone's responsibility. We support the safeguarding of children, young people, and adults at risk from harm, abuse, and neglect. All employees are subject to safeguarding policies and pre-employment checks, including DBS checks where applicable. We are proud to support the Armed Forces Covenant and the Disability Confident scheme, guaranteeing interview opportunities where applicants meet essential criteria.
Senior Complaints Co-ordinator employer: Places for People
At Places for People, we pride ourselves on being an exceptional employer, offering a supportive work culture that values fairness and high-quality customer outcomes. As a Senior Complaints Co-ordinator, you will benefit from a competitive salary, generous holiday allowance, and extensive training and development opportunities, all while working in a collaborative environment dedicated to continuous improvement and inclusivity. Our commitment to employee well-being is reflected in our cashback healthcare plan and bonus scheme, making this an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Co-ordinator
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Complaints Co-ordinator role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for complaint handling roles and practice your responses. We want you to showcase your decision-making skills and ability to handle complex cases with confidence.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to navigate and keeps everything in one place.
We think you need these skills to ace Senior Complaints Co-ordinator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in complaints handling, especially with escalated cases. We want to see how your skills align with the role of Senior Complaints Co-ordinator, so don’t hold back on showcasing your relevant expertise!
Show Off Your Writing Skills:Since excellent written communication is key for this role, take the time to craft a clear and concise application. Use proper grammar and structure your responses well. Remember, we’re looking for high-quality written responses that reflect your attention to detail.
Be Evidence-Based:When discussing your past experiences, back up your claims with specific examples. We love seeing how you’ve made fair, balanced decisions in previous roles, so include any evidence or outcomes that demonstrate your ability to analyse investigations critically.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Places for People
✨Know Your Complaints Inside Out
Make sure you’re well-versed in the complaints handling process, especially Stage 2. Familiarise yourself with the Housing Ombudsman Complaint Handling Code and be ready to discuss how you would apply it in real scenarios.
✨Showcase Your Decision-Making Skills
Prepare examples of past experiences where you made tough decisions regarding escalated complaints. Highlight your ability to analyse situations critically and explain your rationale clearly during the interview.
✨Communicate Clearly and Confidently
Since excellent written communication is key for this role, practice articulating your thoughts clearly. You might even want to draft a few sample responses to common complaint scenarios to demonstrate your writing skills.
✨Emphasise Collaboration and Improvement
Be ready to discuss how you’ve worked with teams to identify systemic issues and improve service delivery. Show that you value collaboration and are committed to learning from feedback to enhance customer outcomes.
