Pro Active Complaints Co-ordinator

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More about your role

As a Proactive Coordinator, you will play a key role in delivering a positive customer experience by managing repairs from initial contact through to completion. You will proactively review and prioritise work in progress, focusing on high-risk areas where we have a high volume of complaints. You will contact customers to arrange appointments within service level agreements and ensure this is followed through to completion with the customer.

You will take ownership of service requests, coordinating all aspects of repair delivery, including scheduling, materials, and resources. You will make sure all jobs are fully prepared before attendance, liaising with operatives, contractors and stakeholders to ensure work is completed efficiently and in the correct sequence. You will maintain accurate records, monitor progress, and provide regular updates to customers, ensuring expectations are clearly managed throughout. You will also collaborate with Field Operations Managers and wider teams to resolve issues, support improvements, and drive better outcomes for customers and the business.

Essential criteria

• Experience of coordinating repairs, service requests or similar operational workflows
• Proven ability to prioritise and manage a high-volume workload against deadlines and service level agreements
• Experience scheduling work and allocating resources within a planning or diary management system
• Ability to manage customer cases from initial enquiry through to resolution, including handling escalations
• Experience maintaining accurate records and using systems to track work progress and updates

More about you

You will be customer-focused and proactive, taking ownership of your cases and working to resolve issues quickly and effectively. You will be comfortable assessing priorities, making decisions, and adapting plans to meet changing demands. You will have a strong eye for detail, ensuring all appointments, materials and job requirements are in place before work begins. You will build strong working relationships with colleagues and stakeholders, and you will be committed to improving the customer journey by identifying trends and supporting continuous improvement across services.

Please note this is a part time position of 3 days per week.

Benefits

• Competitive salary with regular annual review
• Pension with matched contributions up to 7%
• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holiday) with option to buy or sell days
• Healthcare cashback plan for everyday medical costs - up to £500 savings per year
• Access to wellbeing support such as counselling and flu jabs
• Private GP and health support services available
• Access to a rewards platform with retail and lifestyle discounts
• Savings on groceries, travel, shopping and home products
• Ongoing training and development opportunities
• Access to professional qualifications and career progression
• Internal development programmes and learning support
• Recognition schemes such as Star Awards and Colleagues Awards
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms

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