Complaints Coordinator

About the Role We are seeking a proactive, highly organised Complaints Coordinator to join our customer‑focused housing association team based in Lancashire. This is a key role with a strong focus on Stage 1 complaints, supporting the service to clear an existing complaints backlog while ensuring residents receive timely, fair, and high‑quality responses. You will act as the central point of contact for Stage 1 complaints, ensuring residents feel heard, respected, and supported, while working collaboratively with internal teams to deliver effective early resolutions in line with regulatory standards. Key Responsibilities * Manage Stage 1 complaints end‑to‑end, from initial receipt through to resolution * Prioritise and work through a high‑volume complaints backlog, meeting agreed timescales * Acknowledge, log, track, and update complaints in line with internal policies and regulatory requirements * Liaise with internal departments to investigate issues thoroughly and obtain timely information * Draft clear, empathetic, and well‑reasoned written responses that meet quality and compliance standards * Monitor deadlines closely to ensure Stage 1 responses are issued within agreed timescales * Identify recurring themes and trends within complaints, feeding back insights to support service improvement * Maintain accurate records and contribute to reporting for management and compliance purposes * Support adherence to the Housing Ombudsman Complaint Handling Code, particularly at Stage 1 About You * Proven experience handling Stage 1 complaints is essential * Background in a housing association, local authority, or social housing environment is highly desirable * Strong written and verbal communication skills, with the ability to explain outcomes clearly and empathetically * Confident managing sensitive and sometimes challenging situations professionally * Highly organised, with the ability to manage competing priorities and high workloads * Comfortable working with multiple stakeholders across different teams * Knowledge of social housing regulation or complaints frameworks is desirable but not essential What We Offer * Competitive salary and benefits package * Flexible / hybrid working options * Opportunities for professional development and training * A supportive and inclusive working environment * The opportunity to make a meaningful difference to residents’ experiences How to Apply If you have hands‑on experience managing Stage 1 complaints and are motivated by delivering excellent customer service while helping to clear a complaints backlog, we’d love to hear from you. Please submit your CV along with a short covering statement outlining your suitability for the role