Job Description
Job Title: Complaints Coordinator
Location: Essex (SS13 3DU)
Alternative Work Locations:
Pay Rate: £14.34 per hour
Start Date: 15 December 2025
End Date: 31 March 2026
Working Hours:
We are recruiting a Complaints Coordinator to manage and coordinate customer complaints within a housing environment. You will play a key role in ensuring complaints are handled efficiently, fairly, and in line with regulatory standards.
This role requires strong communication skills, attention to detail, and the ability to manage sensitive situations professionally.
Key Responsibilities
This is a great opportunity to build experience in complaints handling within the housing sector, working for a respected organisation like Peabody.
Location: Essex (SS13 3DU)
Alternative Work Locations:
- Westminster Bridge Road
- Ealing
Pay Rate: £14.34 per hour
Start Date: 15 December 2025
End Date: 31 March 2026
Working Hours:
- 7 hours per day
- Monday to Friday
We are recruiting a Complaints Coordinator to manage and coordinate customer complaints within a housing environment. You will play a key role in ensuring complaints are handled efficiently, fairly, and in line with regulatory standards.
This role requires strong communication skills, attention to detail, and the ability to manage sensitive situations professionally.
Key Responsibilities
- Manage and coordinate incoming customer complaints
- Assign cases to appropriate team members for investigation
- Monitor complaint progress and ensure timely resolution
- Process compensation claims in line with company policies
- Maintain accurate records using CRM systems
- Communicate with customers via phone and email, providing updates and managing expectations
- Handle challenging or emotional situations with professionalism
- Ensure compliance with housing regulations and organisational policies
- Previous housing experience (essential)
- Experience in complaints handling or customer service
- Strong communication and interpersonal skills
- Good organisational and case management abilities
- Ability to work under pressure and meet deadlines
- IT skills, including experience with CRM systems
- Initial training: Office-based (first week)
- Hybrid working after training:
- Office days: Tuesday & Thursday
- Remote working: remaining days
- Flexible working across multiple locations (Pitsea, Ealing, or Westminster Bridge Road)
- Inside IR35
- Opportunity to work within a well-established housing organisation
- Exposure to compliance and regulatory processes
This is a great opportunity to build experience in complaints handling within the housing sector, working for a respected organisation like Peabody.
About Joshua Robert Recruitment