Complaints Coordinatorr 
Basildon – Hybrid working 
Temporary/Ongoing contract 
£14.34p/h PAYE 
 

We’re working on behalf of a leading repairs contractor to recruit an experienced Complaints Coordinator to join their busy team based in Basildon.

This is a hybrid role, with office attendance required on Tuesdays and Thursdays. Candidates may be required to attend the office full-time for the first week to complete training. After this, office days will be Tuesday and Thursday, with flexibility to work from Ealing, WBR, or Pitsea.

The Role

The purpose of this role is to manage and coordinate customer complaints efficiently, ensuring they are resolved in a timely manner and in line with organisational policies and regulatory standards.

Key Responsibilities

• Assign complaints: Allocate incoming complaints to the appropriate teams for investigation and resolution

• Process compensation: Review and process compensation claims in line with policy and authorisation limits

• CRM updates: Accurately log complaint details and promise actions on the CRM system to ensure effective case tracking and follow-up

• Customer communication:

  • Provide empathetic, professional updates via phone and email

  • Manage customer expectations and handle a range of emotions with a calm, solution-focused approach

• Compliance: Ensure all complaint handling adheres to housing association guidelines and regulatory requirements

About You

• Previous housing sector experience is essential

• Strong complaint handling and customer service skills

• Confident communicator with the ability to handle sensitive situations professionally

• Organised, detail-focused, and comfortable working with CRM systems

This is a great opportunity to join a well-established contractor in a role where you can make a real impact on customer satisfaction and service delivery.

Apply now to be considered or get in touch for more details.