Complaints Coordinator

About the role

Role Summary

To help create a positive complaint handling culture at TCH through customer and staff engagement.

To support the complaints handling process, by supporting colleagues to resolve complaints and meet performance targets with the aim of achieving high levels of customer satisfaction with all service areas.

To assist with providing assurance that complaints handling, and other information and communication is compliant with all relevant legislation and regulation and with TCH policy and procedure and reflective of our values.

To support the organisation to work with customers, gathering and using customer feedback from complaints and understanding customer priorities to continuously improve services.

Salary:

£29,680

Hours of Work:

35

Contract:

Permanent

Probation Period:

6 Months

Notice Period:

1 Month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

‘I have been with Town & Country Housing for two and a half years and prior to that I worked for both the Housing and Financial Ombudsman services investigating complaints. This is one of the best jobs I have had and has made me feel truly valued.'

Andrew Greenwell - Customer Feedback and Information Manager

What will you be doing?

Role Specific Responsibilities

•Understand the expectations of the Regulator of Social Housing and the Housing Ombudsman Service in relation to our complaints service and other forms of customer feedback ensuring that the resident voice is heard and used to inform ongoing service delivery. Support organisational compliance against these expectations/regulations.

•Provide practical support to staff across the business:

Logging, and assigning of written (portal/webform/email/post) complaints at Stage 1. Written acknowledgement of all stage 2 complaints including initial contact (generally by phone) with the complainant in line with our complaints policy to ensure we have full understanding of their reasons for complaint escalation and what they are seeking as a resolution.

Log information on our Microsoft dynamics CRM complaints system and ensure complaints cases are updated with all relevant information

Assist with the collation of information primarily for stage 2 complaints, including producing timelines to aid prompt, effective resolution of complaints

On request for Stage 2 complaints conduct ‘touch base’ phone calls/email contact to ensure regular contact is maintained with complainants until their complaint is resolved.

Follow up calls after the closure of complaints to ensure any promised actions have been completed in the required timescale

Diarise complaint follow up works/actions for complaint handlers and carry out phone checks with residents to ensure these have taken place

•Provide back up /cover for the Customer Feedback and Information coordinator with advice, correspondence checks and complaints process monitoring to ensure that complaint responses and recording meet the high standards outlined in our policy and procedure.

Help to identify training needs for colleagues involved in complaints handling.

•Provide back up/cover for the critical friend/quality check process of all complaint responses at Stage 1 of the complaints process, including those answered by our contractors.

•Provide back up/cover for managing the allocation of complaints escalated to Stage 2 of the complaints process within timescale to ensure Stage 2 complaint handlers are able to make contact as soon as possible. Send acknowledgments of escalation where necessary.

•Assist the CF&IM to analyse information and identify key trends and root causes of service failures using resident feedback – including from satisfaction surveys and complaints.

•Support teams across the organisation to ensure cases are assigned to the correct system queues and responded to within policy timescales. monitor allocation to queues and produce reporting at agreed timescales to give managers oversight of open complaints.

•Support teams across the organisation to develop lessons learned from complaints and other customer feedback in order to deliver service improvements and high rates of customer satisfaction.

•Work respectfully and empathetically with a diverse range of customers, some of whom face challenging life situations and barriers to communication, to understand residents’ views and priorities. Use the range of customer feedback to develop improved services.

•Assist the CF&IM to work with managers and teams across the business to review and improve systems, standards and processes as required, empowering them to work in a resolution focused and empathetic way with continual regard for our residents’ views.

•Support the monitoring and promotion of service changes resulting from learning from customer engagement and feedback.

General

•To adhere to the equality, diversity and inclusion policy and to actively promote equality of opportunity wherever possible.

•Recognise, respect and promote the different roles and diversity of the individuals within the business.

•To actively contribute towards key performance indicators and professional standards.

•Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

•To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

•To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.

•Attend and actively participate in training and other meetings and staff events as required.

•Be an effective member of your team, presenting a positive impression of your section and the business.

•This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

About You

Education & Qualifications

•Educated to GCSE level (or equivalent) including Maths and English.

Key Skills & Competencies

• Experience of resolving complaints or negative customer feedback and identifying and addressing root causes of, and systemic issues leading to, customer dissatisfaction. (Desirable)
•Good organisational and time management skills.
•Excellent written and oral communication skills
•Ability to build good working relationships, to achieve positive outcomes for our customers and the organisation.
•Ability to work unsupervised, plan and prioritise workload to meet deadlines and agreed targets.
•Experience of working collaboratively with a range of stakeholders to achieve positive outcomes for customers and the organisation. (Desirable)
•Knowledge and understanding of legislation, regulations, policy and best practice. (Desirable)
•Experience of working with a diverse range of customers, using varied customer feedback to develop improved services. (Desirable)
•Demonstrable experience of using Microsoft office.

Behaviours

•Commitment to provide excellent customer service.
•The ability to demonstrate a positive and empathetic approach with both colleagues and customers even when delivering difficult messages.
•The flexibility to adapt to changing workload demands and new organisational challenges.
•Negotiation and influencing skills.
•Ability and confidence to learn new systems and guide colleagues in using those systems.

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Thursday, 9 April 2026

Interview Date:

Tuesday, 14 April 2026