Complaints Co-Ordinator

Summary: The Complaints Coordinator role at Harrow Council involves managing the lifecycle of complaints within the housing team, ensuring professional handling and high customer satisfaction. The position requires thorough investigation of complaints and effective communication with various stakeholders. The role is full-time and temporary, with an immediate start date. The ideal candidate should have experience in managing complaints in a public-facing environment.

Key Responsibilities:

• Manage the full lifecycle of complaints, including Stage 1, Stage 2, and Ombudsman (OB) cases.
• Maintain accurate and up-to-date records using Excel-based trackers and internal systems.
• Investigate complaints thoroughly and draft timely, clear written responses.
• Liaise with surveyors, contractors, and internal departments to gather relevant information and coordinate responses.
• Handle maintenance-related enquiries from residents and stakeholders.
• Deliver excellent customer service through clear communication, empathy, and a solution-focused approach.

Key Skills:

• Experience managing formal complaints processes within housing, local government, or a similar public-facing environment.
• Strong written and verbal communication skills, with the ability to draft professional responses.
• Confidence using Excel and tracking tools to monitor and report on case progression.
• A calm and organised approach to handling sensitive or challenging issues.
• A strong focus on service quality and timely resolution.

Salary (Rate): £20.00

City: Harrow

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Other