Complaint Co-ordinator

Here at Peabody, we have an exciting and interesting opportunity for a Complaint Co-ordinator to join our team on a 12 month contract basis at our Westminster Bridge Road office.

You'll be managing and co-ordinating all requests for information we receive from the Housing Ombudsman Service. This will include ensuring that the correct information has been provided within the deadline provided.

What you'll need:

• Experience in complaint handling and working in a complaint environment.
• Knowledge of housing practices and procedures.
• Resilience with the ability to work under pressure and to tight timelines.

A bit about the role:

In this role you'll support the overseeing of all emails received from the Housing Ombudsman into the Stage two complaints team shared mailbox to ensure all requests and queries are answered and resolved.

You'll contact customers following the issuance of stage two responses so that we can follow up on any outstanding issues that have not been resolved for the customer.

Some of the key results for the role include:

• Manage all contacts received from the Housing Ombudsman service. These include logging new complaints as requested, highlighting escalations, responding to queries and requests for information.
• Ensure that all communications are logged and available for accurate records.

Skills & Experience required:

• Excellent communication skills both written and verbal.
• Experience of dealing in task driven roles and ability to deliver on deadlines effectively.
• Ability to empathise and build relationships with customers and staff, showing a strong focus on putting customer experience first.
• Strong planning and organising skills to ensure priorities are kept and deadlines delivered

A minimum of 2 days working at the Westminster Bridge Road office is required.

A bit about us:

160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here's a few of the benefits for working at Peabody:

• Flexible and hybrid working (depending on the role)

• Up to 30 days’ annual holiday plus bank holidays

• Competitive salaries that are benchmarked regularly against current market rates 

• Two additional paid volunteering days each year 

• Flexible benefits scheme, including family friendly benefits and access to a discount portal 

Are you ready to apply?

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Complaint Co-ordinator, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

If you have any questions about this role please email Talent Specialist, Tanisha Johnson at tanisha.johnson@peabody.org.uk

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.