Certainly! Here's the revised Job Description:
Job Title: Complaints Coordinator
Location: Shrewsbury, Shropshire
Salary: £27,000 - £32,000 per annum
Contract Type: Full-time, Permanent
About Us:
We are a well-established housing association based in Shrewsbury, dedicated to providing quality, affordable homes and delivering excellent services to our residents. Our focus is on resolving complaints efficiently, particularly those related to complaints and disrepair, ensuring that our residents concerns are addressed professionally and in a timely manner. We are seeking a motivated and highly organized Complaints Coordinator to join our team.
Job Overview:
The Complaints Coordinator will be dedicated to managing complaints, particularly focusing on disrepair cases. While previous experience working directly with complaints is not essential, the successful candidate must demonstrate exceptional administrative skills, excellent organizational ability, and the assertiveness needed to hold internal teams and external responders accountable. This role will focus on coordinating, tracking, and ensuring that complaints are addressed, providing clear reporting, and chasing up responses when necessary.
Key Responsibilities:
* Act as the primary coordinator for complaints, particularly those relating to disrepair, ensuring all complaints are acknowledged and addressed in a timely manner.
* Maintain accurate records of complaints, logging all communication, actions taken, and resolutions within the complaint management system.
* Follow up on progress, ensuring that responses are provided by the appropriate teams and that timelines are adhered to.
* Proactively chase internal teams and external responders to ensure timely resolutions, and escalate where responses are delayed or inadequate.
* Ensure that all complaints are managed in accordance with our complaints policy and process, and that communication with residents remains clear, transparent, and effective.
* Report on complaint handling progress, highlighting key issues, trends, and delays to management, and flagging when responses or actions are not being received on time.
* Work closely with other departments to gather relevant information and coordinate the necessary actions to resolve complaints effectively.
* Produce regular reports detailing complaint statuses, resolution times, and feedback to ensure transparency and accountability.
* Identify opportunities to improve processes and contribute to ongoing service delivery enhancements.
* Provide excellent customer service by addressing resident concerns professionally, efficiently, and empathetically.
Skills & Experience Required:
* Proven experience in customer service, administration, or coordination roles, with a strong emphasis on organization, recordkeeping, and reporting.
* Exceptional organizational skills with the ability to manage multiple tasks simultaneously and ensure follow-up on all actions.
* Strong assertiveness and the ability to hold internal teams and external parties accountable for their response times and actions.
* Experience in a role where chasing responses and ensuring deadlines are met is a key responsibility.
* Excellent written and verbal communication skills, with the ability to write clear, professional responses and reports.
* Ability to work under pressure and manage conflicting priorities.
* A proactive and solution-focused approach to problem-solving.
* Experience with recordkeeping and reporting systems; familiarity with complaint management software is an advantage.
* Experience in the housing sector or with housing complaints (desirable, but not essential).
Benefits:
* Competitive salary between £27,000 and £32,000 per annum.
* Generous annual leave entitlement.
* Pension scheme with employer contributions.
* Opportunities for personal and professional development.
* A supportive and friendly team environment.
How to Apply:
If you are a highly organized individual with excellent administrative skills, a solution-oriented approach, and the ability to manage and follow up on complaints effectively, we would love to hear from you. Please submit your CV and a covering letter outlining your experience and suitability for the role.
This role offers a fantastic opportunity to contribute to improving the quality of service for residents while developing your career in a rewarding and supportive environment. Apply now to make an impact!