Complaints Co-Ordinator Freelance

City, London
Daniel Owen Ltd

Complaints Administrator
Permanent
Office based 3 days Tower Hamlets 2 days Bromley
08:30am till 17:30pm

31-33K Per annum based on experience

As a Complaints Co-Ordinator , you must be adaptable, you will provide essential administrative support to the contract team, This role requires strong communication, organisational, and problem-solving skills, along with a customer-focused mindset and the ability to handle sensitive or escalated issues professionally. You will serve as the central point of contact for receiving, documenting, investigating, and responding to complaints.

• Log and acknowledge all complaints related to heating and hot water services in line with contract policies.
• Triage complaints based on urgency, particularly prioritising cases involving vulnerable tenants or complete service loss.
• Liaise with engineers, contractors, and service teams to investigate and resolve complaints promptly.
• Ensure clear and empathetic communication with residents/tenants, keeping them updated on the progress and outcomes of their complaints.
• Track complaint response times to ensure compliance with contractual response and resolution targets (e.g. Specific Date given on the emails from Client ).
• Monitor contractor performance related to complaint handling and service delivery; raise persistent issues with contract managers.
• Maintain detailed records of complaints, communications, actions taken, and final outcomes in the complaints management system. (e.g. Tracker)
• Prepare regular reports on complaint volumes, root causes, and trends to support continuous service improvement.
• Work collaboratively with housing officers, tenant liaison officers, and technical teams to resolve underlying issues.
• Contribute to service reviews by identifying recurring faults (e.g., boiler failures, missed appointments) and recommending preventative actions.
• Ensure all complaint handling is compliant with the Housing Ombudsman Code or similar regulatory frameworks, where applicable.