Customer Complaints Coordinator

The Sovini Group; England; On-site; GBP 32,000; Full time

Job summary

A leading housing organization in Bootle, England is seeking a Customer Complaints Coordinator. This role involves overseeing the complaints process, auditing for compliance, and fostering relationships within the organization. Ideal candidates will have excellent IT and communication skills and a commitment to customer service. Full-time position with a competitive salary and comprehensive benefits package.

Benefits

Competitive salary

Agile working

28 days holiday + bank holidays

Matched pension contributions up to 8%

Life Assurance

Career development programmes

Cycle 2 Work Scheme

Corporate discount scheme

Health & wellbeing support

Responsibilities

• Oversee the complaints and feedback process in line with policy.
• Audit complaints for accuracy and compliance.
• Identify and report on trends in complaints and compliments.
• Build positive relationships with teams.
• Embed principles of Complaints Excellence.
• Provide guidance and training on complaints handling.
• Investigate complaints in line with Housing Ombudsman Guidelines.
• Commit to equality and diversity in all work.

Skills

Experience in a forward-thinking team

Building positive working relationships

Excellent IT skills (Microsoft Word, Excel)

Excellent communication skills

Proactive and demonstrate initiative

Commitment to excellent customer service

Experience or knowledge of training experience

Job description

Customer Complaints Coordinator – The Sovini Group, One Vision Housing

We are currently looking for a Customer Complaints Coordinator to join One Vision Housing as part of The Sovini Group. The role is a permanent opportunity and is located in Bootle, England, United Kingdom. Fully committed to Equality, Diversity, and Inclusion; we promote a positive culture of valuing and celebrating diversity and accepting and including people regardless of their personal characteristics or circumstances.

Key Responsibilities

• Oversee the complaints, appeal, and feedback process in line with policy.
• Audit complaints for accuracy and compliance, ensuring a high standard of responses.
• Identify and report on trends and themes in complaints, compliments, and suggestions.
• Build positive relationships with teams throughout the organisation.
• Embed principles of Complaints Excellence and ensure adherence to best practice.
• Provide guidance and training to staff on complaints handling.
• Investigate complaints in-line with Housing Ombudsman Guidelines.
• Commit to the CIH 7 Professional Standards of Conduct in your day-to-day activities.
• Commit to equality and diversity and to promote non-discriminatory practices in all aspects of work undertaken.

Qualifications and Experience

• Experience of working in an energetic forward-thinking team.
• Experience of building positive working relationships.
• Excellent IT skills to include Microsoft Word and Excel packages.
• Excellent communication skills.
• Proactive and demonstrate initiative.
• Commitment to delivering excellent customer service.
• Experience or Knowledge of Training Experience (advantageous but not essential).

Benefits

• Competitive salary – £31,968.23 pa.
• 36 Hours per week (Monday–Friday).
• Agile working – enjoy an agile working approach.
• 28 days holiday + bank holidays (rising to 33 days after 5 years).
• Festive shutdown – 34 days taken from holiday entitlement.
• Matched pension contributions up to 8%.
• Life Assurance for every colleague.
• Career development through bespoke L&D programmes.
• Cycle 2 Work Scheme.
• Corporate discount scheme.
• Award-winning health & wellbeing support including 24/7 GP access, EAP, financial wellbeing tools & more.

How to Apply

Apply online via our website today! We do not accept approaches from recruitment agencies and only applications made via our website will be accepted. The closing date is 26th November 2025. Shortlisting may take place prior to the advert closing if a high volume of suitable applicants has applied; please do not hesitate to submit your application.

Seniority level: Entry level. Employment type: Full-time. Job function: Other. Industries: Administrative and Support Services.