Complaints Coordinator

Pinnacle Group is looking for a Complaints Coordinator to join our Residential Management Services division and provide efficient and accurate administrative support to the complaints function within a social/ private housing environment. The role will help ensure that resident complaints are logged, acknowledged, monitored and progressed in line with organisational procedures, service standards, the Housing Ombudsman Complaint Handling Code, and the property Ombudsman code. The postholder will support timely complaint resolution, maintain accurate records, issue satisfaction surveys, collate responses, and help ensure that complaint information is captured to support learning and service improvement. Our Residential Management Services team oversees large, complex residential developments across the UK. They deliver expert leasehold and block management on behalf of institutional investors, developers, and residents’ management companies. This is a hybrid role with travel to our Chancery Lane, London office.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We're a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we're looking for

We're looking for someone who not only meets the key criteria below but also embraces our core values - Trust, Respect, Involve, Challenge, and Deliver Excellence - and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities

• Receive, log and acknowledge complaints accurately on the complaints management system, ensuring all required information is recorded.
• Categorise complaints correctly and allocate them to the appropriate colleague, manager or service area for action.
• Track complaint cases from receipt to completion, monitoring progress against required timescales and escalating delays where necessary.
• Maintain accurate and up-to-date records of complaint activity, correspondence, outcomes, actions and supporting evidence.
• Support colleagues by chasing updates, gathering information and ensuring complaint records reflect current progress.
• Prepare and send routine complaint correspondence, including acknowledgements, updates, holding responses and closure communications, using approved templates where appropriate.
• Send satisfaction surveys to residents following complaint closure and accurately record responses on the relevant system.
• Support the production of complaint performance data by ensuring records are complete, consistent and suitable for reporting.
• Help identify recurring themes, trends or service issues by maintaining reliable complaint and satisfaction survey data.
• Handle resident information sensitively and confidentially, ensuring records are managed in line with data protection requirements.
• Provide general administrative support to the complaints team, including inbox management, document filing, meeting support and correspondence tracking.
• Promote a customer-focused and learning-led approach to complaints, recognising that complaints provide valuable insight into service quality and resident experience.

Key requirements

• Good administrative skills, with the ability to organise work, follow processes and meet deadlines.
• Strong attention to detail and accuracy when recording information, updating systems and handling correspondence.
• Good written and verbal communication skills, with the ability to communicate clearly, professionally and empathetically with residents and colleagues.
• Basic understanding of customer service principles and the importance of fair, respectful and accessible communication.
• Resident-focused, with a commitment to providing a helpful and professional service.
• Ability to use Microsoft Office applications and maintain electronic records; experience using a case management, housing or customer relationship management system is desirable.
• Ability to manage competing priorities, follow up actions and elevate issues when timescales are at risk.
• Awareness of confidentiality and data protection requirements when handling personal and sensitive information.
• Previous administrative or customer service experience is desirable.

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That's why we actively welcome applications from people of all backgrounds - especially those who represent the communities we work with every day.

Our offer

As a colleague, you'll be part of an inclusive and supportive culture where you're encouraged to thrive. We're committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packagesFlexible Working ArrangementsLife AssuranceEnhanced Pension SchemeAdditional Annual LeavePrivate Medical InsuranceCycle to Work SchemeEmployee Assistance ProgrammeRetail DiscountsChildcare AssistanceSeason Ticket LoansSick Pay SchemesPersonal Development Plans

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