About the Role
We are seeking a proactive, highly organised Complaints Coordinator to join our customer‑focused housing association team based in Lancashire. This is a key role with a strong focus on Stage 1 complaints, supporting the service to clear an existing complaints backlog while ensuring residents receive timely, fair, and high‑quality responses. You will act as the central point of contact for Stage 1 complaints, ensuring residents feel heard, respected, and supported, while working collaboratively with internal teams to deliver effective early resolutions in line with regulatory standards.
Key Responsibilities
- Manage Stage 1 complaints end‑to‑end, from initial receipt through to resolution
- Prioritise and work through a high‑volume complaints backlog, meeting agreed timescales
- Acknowledge, log, track, and update complaints in line with internal policies and regulatory requirements
- Liaise with internal departments to investigate issues thoroughly and obtain timely information
- Draft clear, empathetic, and well‑reasoned written responses that meet quality and compliance standards
- Monitor deadlines closely to ensure Stage 1 responses are issued within agreed timescales
- Identify recurring themes and trends within complaints, feeding back insights to support service improvement
- Maintain accurate records and contribute to reporting for management and compliance purposes
- Support adherence to the Housing Ombudsman Complaint Handling Code, particularly at Stage 1
About You
- Proven experience handling Stage 1 complaints is essential
- Background in a housing association, local authority, or social housing environment is highly desirable
- Strong written and verbal communication skills, with the ability to explain outcomes clearly and empathetically
- Confident managing sensitive and sometimes challenging situations professionally
- Highly organised, with the ability to manage competing priorities and high workloads
- Comfortable working with multiple stakeholders across different teams
- Knowledge of social housing regulation or complaints frameworks is desirable but not essential
What We Offer
- Competitive salary and benefits package
- Flexible / hybrid working options
- Opportunities for professional development and training
- A supportive and inclusive working environment
- The opportunity to make a meaningful difference to residents' experiences
How to Apply
If you have hands‑on experience managing Stage 1 complaints and are motivated by delivering excellent customer service while helping to clear a complaints backlog, we'd love to hear from you. Please submit your CV along with a short covering statement outlining your suitability for the role.
#J-18808-Ljbffr”, “datePosted”: “2026-04-23”, “hiringOrganization”: { “@type”: “Organization”, “name”: “The Oyster Partnership”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__410477117__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=294” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Nottingham” } } }About the Role
We are seeking a proactive, highly organised Complaints Coordinator to join our customer‑focused housing association team based in Lancashire. This is a key role with a strong focus on Stage 1 complaints, supporting the service to clear an existing complaints backlog while ensuring residents receive timely, fair, and high‑quality responses. You will act as the central point of contact for Stage 1 complaints, ensuring residents feel heard, respected, and supported, while working collaboratively with internal teams to deliver effective early resolutions in line with regulatory standards.
Key Responsibilities
- Manage Stage 1 complaints end‑to‑end, from initial receipt through to resolution
- Prioritise and work through a high‑volume complaints backlog, meeting agreed timescales
- Acknowledge, log, track, and update complaints in line with internal policies and regulatory requirements
- Liaise with internal departments to investigate issues thoroughly and obtain timely information
- Draft clear, empathetic, and well‑reasoned written responses that meet quality and compliance standards
- Monitor deadlines closely to ensure Stage 1 responses are issued within agreed timescales
- Identify recurring themes and trends within complaints, feeding back insights to support service improvement
- Maintain accurate records and contribute to reporting for management and compliance purposes
- Support adherence to the Housing Ombudsman Complaint Handling Code, particularly at Stage 1
About You
- Proven experience handling Stage 1 complaints is essential
- Background in a housing association, local authority, or social housing environment is highly desirable
- Strong written and verbal communication skills, with the ability to explain outcomes clearly and empathetically
- Confident managing sensitive and sometimes challenging situations professionally
- Highly organised, with the ability to manage competing priorities and high workloads
- Comfortable working with multiple stakeholders across different teams
- Knowledge of social housing regulation or complaints frameworks is desirable but not essential
What We Offer
- Competitive salary and benefits package
- Flexible / hybrid working options
- Opportunities for professional development and training
- A supportive and inclusive working environment
- The opportunity to make a meaningful difference to residents’ experiences
How to Apply
If you have hands‑on experience managing Stage 1 complaints and are motivated by delivering excellent customer service while helping to clear a complaints backlog, we’d love to hear from you. Please submit your CV along with a short covering statement outlining your suitability for the role.
#J-18808-Ljbffr…