Complaints Administrator

Complaints Coordinator
Location: Bromley
Salary: GBP30,000 pro rata
Hours: 8am - 5.30pm, Monday - Friday.
Job type: 9 - 12 month contract (maternity cover)
Bridge Recruitment is helping one of our established clients recruit for an experienced Complaints Coordinator to join their expanding team.
Responsibilities of the Complains Coordinator:
· Log and acknowledge all complaints related to heating and hot water services in line with contract policies.
· Triage complaints based on urgency, particularly prioritising cases involving vulnerable tenants or complete service loss.
· Liaise with engineers, contractors, and service teams to investigate and resolve complaints promptly.
· Ensure clear and empathetic communication with residents/tenants, keeping them updated on the progress and outcomes of their complaints.
· Track complaint response times to ensure compliance with contractual response and resolution targets (e.g. Specific Date given on the emails from Client).
· Monitor contractor performance related to complaint handling and service delivery; raise persistent issues with contract managers.
· Maintain detailed records of complaints, communications, actions taken, and final outcomes in the complaints management system. (e.g. Tracker)
· Prepare regular reports on complaint volumes, root causes, and trends to support continuous service improvement.
· Work collaboratively with housing officers, tenant liaison officers, and technical teams to resolve underlying issues.
· Contribute to service reviews by identifying recurring faults (e.g., boiler failures, missed appointments) and recommending preventative actions.
· Ensure all complaint handling is compliant with the Housing Ombudsman Code or similar regulatory frameworks, where applicable.
· Support residents with additional needs (e.g., elderly, disabled) by ensuring reasonable adjustments are made during complaint resolution.
· Attend review meetings and contractor performance discussions to present complaint data and insights.
Requirements of the Complaints Coordinator:
· Experience in an administrative role
· Strong organizational skills with the ability to manage multiple tasks and deadlines
· Proficiency in Microsoft (Excel, Word, Outlook)
· Excellent communication skills, both written and verbal
· High attention to detail and accuracy in all administrative processes
· Proactive and solution focused with a positive attitude
· Strong problem-solving skills and ability to work under pressure
· Excellent time management and prioritization skills
· Customer focused mindset with a commitment to delivering high quality service
If you feel like you meet the above criteria for the Complaints Coordinator role, then please apply now