Complaints Coordinator
| Posting date: | 11 June 2025 |
|---|---|
| Salary: | £30,200.00 per year |
| Hours: | Full time |
| Closing date: | 23 June 2025 |
| Location: | Teddington, South West London |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Richmond Housing Partnership (RHP) |
| Job type: | Permanent |
| Job reference: |
Summary
Connect with what you’ll do
In the role you’ll:
Use reporting tools to identify and highlight service failure, escalating to the appropriate managers and teams to address quickly
Ensure all responses are sent on time in line with our Complaints Policy and the Ombudsman’s Complaint Handling Code by acknowledging and allocating complaints at stage one and two
Ensure customer contact is logged and appropriately responded to by the relevant team by managing the Complaints Customer Contact Queue
Ensure all compensation payments are managed and recorded on the case to avoid complaint escalation.
Be a data steward helping improving the quality of data across the Operations directorate ensuring all cases are up to date, opened and closed as appropriate.
Co-ordinate and prepare packs for Formal Housing Ombudsman investigations ready for the Customer Experience Manger and Heads of Service to review.
Ensure we meet deadlines for response by coordinating and managing contact from the Housing Ombudsman Portal
Support the team by sending out stage two responses, coordinating information for lessons learnt and performance reporting.
Connect with how you’ll do it
We’re looking for someone with experience of:
Co-ordinating and ensuring that work is completed to tight timescales.
Working with different teams to ensure information is co-ordinated in a timely manner to meet deadlines.
CRM or other customer contact management systems.
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
Working in an organised, methodical way with excellent accuracy and attention to detail
Communicating clearly, concisely and thoughtfully, verbally and in writing.
Being a great team player and doing what it takes to keep the business moving forward.
Remaining curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
Analysing data to improve performance, understanding the risks and impact of decisions.
Understanding business requirements and delivering solutions
Being obsessed about all things customer, constantly scanning the landscape for ways to improve our service.
In the role you’ll:
Use reporting tools to identify and highlight service failure, escalating to the appropriate managers and teams to address quickly
Ensure all responses are sent on time in line with our Complaints Policy and the Ombudsman’s Complaint Handling Code by acknowledging and allocating complaints at stage one and two
Ensure customer contact is logged and appropriately responded to by the relevant team by managing the Complaints Customer Contact Queue
Ensure all compensation payments are managed and recorded on the case to avoid complaint escalation.
Be a data steward helping improving the quality of data across the Operations directorate ensuring all cases are up to date, opened and closed as appropriate.
Co-ordinate and prepare packs for Formal Housing Ombudsman investigations ready for the Customer Experience Manger and Heads of Service to review.
Ensure we meet deadlines for response by coordinating and managing contact from the Housing Ombudsman Portal
Support the team by sending out stage two responses, coordinating information for lessons learnt and performance reporting.
Connect with how you’ll do it
We’re looking for someone with experience of:
Co-ordinating and ensuring that work is completed to tight timescales.
Working with different teams to ensure information is co-ordinated in a timely manner to meet deadlines.
CRM or other customer contact management systems.
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
Working in an organised, methodical way with excellent accuracy and attention to detail
Communicating clearly, concisely and thoughtfully, verbally and in writing.
Being a great team player and doing what it takes to keep the business moving forward.
Remaining curious to bring fantastic new ideas to your role which stretch you and improve the customer experience.
Analysing data to improve performance, understanding the risks and impact of decisions.
Understanding business requirements and delivering solutions
Being obsessed about all things customer, constantly scanning the landscape for ways to improve our service.