Customer Complaints Coordinator
| Posting date: | 20 November 2025 |
|---|---|
| Salary: | £31,968 per year |
| Hours: | Full time |
| Closing date: | 20 December 2025 |
| Location: | L30 6UR |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | The Sovini Group |
| Job type: | Permanent |
| Job reference: |
Summary
Customer Complaints Coordinator
We are currently looking for a Customer Complaints Coordinator to join One Vision Housing as part of The Sovini Group.
Fully committed to Equality, Diversity, and Inclusion; we promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances. Whoever you are, you can expect to be treated fairly, with respect and free from discrimination. Inclusivity matters – We recognise candidates may have diverse needs, and we will always look to support this throughout the process.
If you have got the talent, the potential, the drive and determination there is a place for you at The Sovini Group.
This position is a permanent opportunity
As a Customer Complaints Coordinator, you will be expected to:
• Oversee the complaints, appeal, and feedback process in line with policy.
• Audit complaints for accuracy and compliance, ensuring a high standard of responses.
• Identify and report on trends and themes in complaints, compliments, and suggestions.
• Build positive relationships with teams throughout the organisation.
• Embed principles of Complaints Excellence and ensure adherence to best practice.
• Provide guidance and training to staff on complaints handling.
• Investigate complaints in-line with Housing Ombudsman Guidelines.
• Commit to the CIH 7 Professional Standards of Conduct in your day-to-day activities.
• Commit to equality and diversity and to promote non-discriminatory practices in all aspects of work undertaken.
• .
To be successful in a Customer Complaints Coordinator role, the skills you will need:
• Experience of working in an energetic forward-thinking team.
• Experience of building positive working relationships
• Excellent IT skills to include Microsoft Word and Excel packages.
• Excellent communication skills.
• Proactive and demonstrate initiative.
• Commitment to delivering excellent customer service.
Experience or Knowledge of the below would be advantageous but not essential:
• Training Experience
So, if you are looking for a Customer Complaints Coordinator role with:
• Competitive salary - £31,968.23 pa
• 36 Hours per week (Monday-Friday.
• Agile working – enjoy an agile working approach.
• OVH 28 days holiday + bank holidays (rising to 33 days after 5 years).
• Festive shutdown (3–4 days taken from holiday entitlement).
• Fantastic, matched pension contributions up to 8%.
• Life Assurance for every colleague, peace of mind ensuring your loved ones are cared for.
• Career development through bespoke L&D programmes.
• Cycle 2 Work Scheme.
• Corporate discount scheme.
• Award-winning health & wellbeing support.
• 24/7 GP access, EAP, financial wellbeing tools & more.
Apply online via our website today!
Please note we do not accept approaches from recruitment agencies and only applications made via our website will be accepted.
Closing date – 26th November 2025
Please note that shortlisting may take place prior to the advert closing, if a high volume of suitable applicants has applied, the advert may close early. Please do not hesitate to submit your application.
We are currently looking for a Customer Complaints Coordinator to join One Vision Housing as part of The Sovini Group.
Fully committed to Equality, Diversity, and Inclusion; we promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances. Whoever you are, you can expect to be treated fairly, with respect and free from discrimination. Inclusivity matters – We recognise candidates may have diverse needs, and we will always look to support this throughout the process.
If you have got the talent, the potential, the drive and determination there is a place for you at The Sovini Group.
This position is a permanent opportunity
As a Customer Complaints Coordinator, you will be expected to:
• Oversee the complaints, appeal, and feedback process in line with policy.
• Audit complaints for accuracy and compliance, ensuring a high standard of responses.
• Identify and report on trends and themes in complaints, compliments, and suggestions.
• Build positive relationships with teams throughout the organisation.
• Embed principles of Complaints Excellence and ensure adherence to best practice.
• Provide guidance and training to staff on complaints handling.
• Investigate complaints in-line with Housing Ombudsman Guidelines.
• Commit to the CIH 7 Professional Standards of Conduct in your day-to-day activities.
• Commit to equality and diversity and to promote non-discriminatory practices in all aspects of work undertaken.
• .
To be successful in a Customer Complaints Coordinator role, the skills you will need:
• Experience of working in an energetic forward-thinking team.
• Experience of building positive working relationships
• Excellent IT skills to include Microsoft Word and Excel packages.
• Excellent communication skills.
• Proactive and demonstrate initiative.
• Commitment to delivering excellent customer service.
Experience or Knowledge of the below would be advantageous but not essential:
• Training Experience
So, if you are looking for a Customer Complaints Coordinator role with:
• Competitive salary - £31,968.23 pa
• 36 Hours per week (Monday-Friday.
• Agile working – enjoy an agile working approach.
• OVH 28 days holiday + bank holidays (rising to 33 days after 5 years).
• Festive shutdown (3–4 days taken from holiday entitlement).
• Fantastic, matched pension contributions up to 8%.
• Life Assurance for every colleague, peace of mind ensuring your loved ones are cared for.
• Career development through bespoke L&D programmes.
• Cycle 2 Work Scheme.
• Corporate discount scheme.
• Award-winning health & wellbeing support.
• 24/7 GP access, EAP, financial wellbeing tools & more.
Apply online via our website today!
Please note we do not accept approaches from recruitment agencies and only applications made via our website will be accepted.
Closing date – 26th November 2025
Please note that shortlisting may take place prior to the advert closing, if a high volume of suitable applicants has applied, the advert may close early. Please do not hesitate to submit your application.