Customer Service Coordinator / Complaints Coordinator (Housing)

Customer Service Coordinator / Complaints Coordinator (Housing)

Hemel Hempstead, Hertfordshire (Hybrid Working)

£29,486 Per Annum Plus Benefits

Fixed Term Contract - 12 months

Full Time, 37 hours per week (Flexibility available)

We have an opportunity for a Complaints Coordinator to join our Customer Insight and Engagement team.

As a Complaints Coordinator, you will play a crucial role in helping us meet our promises to our customers. You will proactively support with responding to customers regarding the status and resolution of their complaints and effectively collaborate with Complaint Investigators to document and distribute actions and lessons learned.

Other Responsibilities:

1. Setting out timelines and monitoring progress of completion of various actions relating to complaints, learnings, or publication recommendations from the Housing Ombudsman.
2. Efficiently processing and managing a high volume of complaints correspondence, ensuring all records are accurately updated and filed to support investigators.
3. Contributing to delivering our customer ambition to improve customer experience by preventing complaints escalating by ensuring our promises are met.

Requirements:

1. Experience in a similar administrative role.
2. Excellent organisational skills with the ability to manage multiple tasks and maintain attention to detail.
3. Strong communication skills, both written and verbal.
4. Strong customer service skills with an ambition to drive and improve customer satisfaction.
5. Skilled in using Excel ideally to an intermediate level, as well as comfortable using Outlook and adapting to internal systems and processes.

Specific roles within Thrive are subject to a basic DBS check. The successful applicant(s) will be contacted by our People Team if this applies to their role.

1. Closing date: Tuesday 11th March 2025
2. Interviews: To be confirmed

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis, we would advise that applications are submitted as soon as possible.