Complaints Coordinator

The vacancy

As a Complaints Coordinator, you'll be responsible for managing all requests for information from the Housing Ombudsman Service, ensuring that these requests are handled with efficiency, accuracy, and timeliness. Working particularly closely with the Customer Experience Team, you will support compliance with the Housing Ombudsman Complaints Handling Code, helping to deliver a high standard of service to both the Housing Ombudsman and our residents. You'll actively coordinate and respond to emails from the Housing Ombudsman that arrive in the Customer Experience Team's shared mailbox, making sure all requests and queries are dealt with promptly .

You're a skilled multitasker, able to manage shifting priorities and demonstrate resilience under pressure. You'll promote and advocate for our complaints policy and procedure across the organisation, ensuring that all colleagues understand and adhere to these standards. You'll need to be in the office for 2 days per week and the remaining time you'll be able to work remotely.

In this role, success will be defined by achieving a 99% rate for on-time delivery of all information requests and maintaining a quality standard of 95% in monthly audits.

If this opportunity matches your skills and aspirations, we want to hear from you.

To be successful in this role, you'll have:

• Proven track record of meeting tight deadlines
• Strong focus on customer experience, with the ability to build positive relationships with both customers and staff
• In-depth knowledge of the Housing Ombudsman Complaint Handling Code
• Experience in complaint handling within a compliance-focused environment
• Good understanding of housing practices and procedures

This role is on a fixed-term basis for 1 year.

Here are just a few of the benefits of working at Peabody:

• 30 days' annual holiday, plus bank holidays
• two additional paid volunteering days each year
• flexible benefits scheme, including family friendly benefits and access to a discount portal
• 4 x salary life assurance
• up to 10% pension contribution
• the opportunity to broaden your skills and enhance your professional development by undertaking a level 3 qualification in housing management, supported by us.

Are you ready to apply?

If you have any questions about this role, please email Talent Specialist, Harry at harry.lund@peabody.org.uk

Interviews will be taking place week commencing 27th January 2025.

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.