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Job Title: Complaints Coordinator (ref 3307)
 
Salary: up to £21,000 depending on experience
 
Location: Luton 
 
Job Sector: Customer Service
 
Contract Type: Permanent
 
Hours: 35 hours per week 
 

As a Complaints Coordinator you will contribute to our vision of being the leading residential property manager, as recognised by others by:

  • Providing a first-class complaint resolution service to customers by listening, empathising, investigating and using sound business sense and judgement.
  • Understanding and documenting the root cause of issues and to provide suggestions regarding service improvements.

The Complaints Coordinator reports to the Complaints and Claims Manager  

About You

You will be currently working in a customer facing role where you are dealing with complaints on a regular basis. You would love to put your experience into practice in a fast paced environment where you own the complaint lifecycle acting as the custodian for the process.

You want to use your excellent communication skills, both written and verbal to develop and deliver high quality customer communications and reporting.

Having a high level of attention to detail and problem solving skills means you are able to take ownership and accountability of the complaints process and identify area where performance and service deliverables can be improved.

To stakeholders and colleagues across the business you are seen as trustworthy and credible which results in being able to build relationships effectively. 

About Us

FirstPort is the largest and most experienced residential property manager in the UK, employing more than 3,000 colleagues dedicated to looking after peoples’ home. 

Great property management is about more than just bricks and mortar. We recognise and value the contribution our people make to our business and we are committed to ensuring they are skilled and equipped to do the best job they can and that they have the opportunity to realise their full potential.

Our Values set out the commitments we have made to deliver excellent service and they inform the relationships that we have with customers and clients.  They shape our culture and are used in measuring and rewarding performance.

Main Responsibilities

  • Acknowledge receipt of, set and manage customer expectations for all complaints.
  • Own the complaint, begin and lead investigations and decide outcomes and actions, acting as custodian for the process.
  • Seek first time resolution, only handing off complaints to others where this is unavoidable.
  • Work with the business and technical experts to make informed decisions and achieve an appropriate outcome for the customer.
  • Write comprehensive response letters including any holding response where required, demonstrating empathy and resolve.
  • Prepare case files for Ombudsman investigations.
  • Record all complaints onto a database for trend analysis and other management reports.
  • Produce reports and other Management Information as required.
  • Support senior leadership to liaise with and report to operational and key client teams any trend information alongside issues and recommendations for improvement.
  • Provide feedback on root causes and reports, both pro-actively and as required.

The Benefits

Our customers deserve the best and the same applies to our people.  We’ll support you with all of the technology, training and support that you need to do your job well.  We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity

We’re committed to promoting diversity at FirstPort and recruit on merit.  We will consider applications from job share applicants.

Ready to Apply?

Click here to apply for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.

 

    About The Company
    FirstPort Values:

    Friendly
    We look out for people’s best interests, and show we care by dealing with them in a warm and friendly manner.

    Inventive
    We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities

    Respectful
    We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times 

    Skilled
    We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service 

    Trustworthy
    We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments

    We pride ourselves on the following standards:

    • Strong Health and Safety
    • High Site Standards
    • Great Customer Communications
    • Healthy Estate Finances