Compliance Coordinator

Job Title: Complaints Coordinator

Reports To: Group Compliance Lead (transitioning to Regulatory Compliance Manager upon appointment)

Location: Hybrid working with attendance at the Sale office and other locations as required.

About the Role

We are seeking a highly organised and customer-focused Complaints Coordinator to join our growing Compliance team.

This role is responsible for coordinating the end-to-end complaints process across the business, ensuring complaints are handled fairly, consistently and within agreed timescales. Working closely with operational teams, property managers, contractors and clients, you will play a key role in delivering positive customer outcomes and identifying opportunities to improve our services.

The successful candidate will be an excellent communicator with strong organisational skills, capable of managing multiple cases while maintaining high standards of accuracy, professionalism and customer service.

This is an excellent opportunity for someone who enjoys problem solving, working collaboratively and contributing to continuous improvement within a fast-paced property environment.

Key Responsibilities

Complaint Management

• Act as the central point of coordination for all formal complaints received by the business.
• Ensure complaints are acknowledged, logged and managed in accordance with company procedures.
• Maintain an accurate and up-to-date complaints register.
• Monitor complaint progress and ensure agreed response times are met.
• Escalate overdue, high-risk or complex complaints as appropriate.
• Maintain comprehensive case files and supporting documentation.

Investigation Support

• Gather and collate information required to support complaint investigations.
• Liaise with operational teams, suppliers, contractors and stakeholders to obtain evidence and updates.
• Assist managers in preparing clear, accurate and customer-focused complaint responses.
• Track actions arising from investigations through to completion.
• Ensure complaint outcomes and agreed actions are appropriately recorded.

Customer & Stakeholder Engagement

• Provide professional, courteous and timely communication to complainants and stakeholders.
• Keep customers informed throughout the complaint journey.
• Build positive working relationships across the business to support effective complaint resolution.
• Promote a customer-focused approach to service delivery.
• Reporting & Continuous Improvement
• Produce regular complaints reports and management information.
• Monitor trends, recurring themes and service delivery issues.
• Support root cause analysis and lessons learned exercises.
• Identify opportunities to improve processes and reduce complaint volumes.
• Support the implementation of improvement actions arising from customer feedback and complaint investigations.

Governance & Compliance

• Ensure complaint handling activities comply with company procedures and regulatory requirements.
• Maintain robust audit trails and case records.
• Support internal and external audits, client reviews and compliance assessments.
• Assist in monitoring complaint performance against business targets and service standards.
• Support the wider Compliance team with governance and assurance activities as required.

Qualifications

Essential

• GCSE (or equivalent) Grade 4/C or above in English and Mathematics.

Desirable

• ARLA qualified.
• Customer Service qualification.
• Institute of Customer Service qualification.
• CIH, IRPM or other relevant housing/property qualification.
• Complaints Handling or Case Management training.

Experience

Essential

• Minimum two years residential lettings property experience.
• Experience in a customer service, complaints, property management, compliance or administrative role.
• Experience managing multiple tasks, cases or enquiries simultaneously.
• Experience maintaining accurate records and databases.
• Experience working with a variety of internal and external stakeholders.
• Experience producing reports and management information.

Desirable

• Experience handling complaints within a property, residential, housing or Build-to-Rent environment.
• Experience using CRM, complaints management or property management systems.
• Experience supporting investigations and case management processes.
• Experience working within a regulated environment.

Knowledge

Essential

• Understanding of excellent customer service principles.
• Understanding of the importance of confidentiality and data protection.
• Knowledge of record keeping and document management practices.
• Understanding of complaint resolution and escalation processes.

Desirable

• Knowledge of complaint handling best practice.
• Understanding of regulatory and compliance requirements within property management.
• Knowledge of root cause analysis and continuous improvement techniques.
• Awareness of Housing Ombudsman principles and complaint handling expectations.

Skills & Abilities

Essential

• Excellent written and verbal communication skills.
• Strong organisational and planning abilities.
• Ability to prioritise and manage competing workloads.
• Excellent attention to detail.
• Strong problem-solving skills.
• Ability to investigate issues and gather information effectively.
• Good analytical and reporting skills.
• Strong interpersonal and stakeholder management skills.
• Proficient in Microsoft Office, including:
• Word
• Excel
• Outlook
• Teams

Desirable

• Experience producing performance dashboards and trend analysis.
• Advanced Microsoft Excel skills.
• Experience using case management or workflow systems.

Personal Attributes

We are looking for someone who demonstrates:

• A strong customer focus and commitment to delivering positive outcomes.
• Professionalism, integrity and discretion.
• Resilience and the ability to remain calm under pressure.
• A proactive and solutions-focused approach.
• Strong personal accountability and ownership.
• The ability to build effective working relationships.
• A commitment to continuous improvement and learning.
• A positive, collaborative approach to teamwork.

Why Join Us?

As our Complaints Coordinator, you will have the opportunity to make a genuine impact on customer experience and service improvement across the business. You will work alongside experienced colleagues within Compliance, Property Management and Operations, helping to shape processes, improve outcomes and ensure customers receive the high standards of service they deserve.

This role offers excellent development opportunities within a growing business that places compliance, customer service and continuous improvement at the heart of its operations.

Pay: £32,000.00 per year

Benefits:

• Company pension
• Free flu jabs
• Free parking
• On-site parking
• Sick pay

Work Location: Hybrid remote in Manchester