Complaints Coordinator

30 Hours ¦ Temporary Fixed Term (contracted until 31/03/2029)

We’re recruiting for a Complaints Co-ordinator to join our Service Improvement team at Leeds Federated. This role is focused on supporting the complaints process, ensuring records are accurate, cases are monitored effectively and customers receive a timely response.

You’ll work closely with the Complaints Business Partner and colleagues across Leeds Federated to support the day-to-day running of the complaints service. You’ll help ensure complaints are logged correctly, monitor cases and deadlines, support Housing Ombudsman enquiries and help us identify ways to improve our processes.

• Provide support, guidance and advice to staff to ensure that all complaints are logged correctly in the first instance
• Monitor complaints to ensure that they are picked up and responded to in line with appropriate timescales
• Support colleagues to understand the issues customers want addressed and the outcomes they are seeking, contacting customers directly where appropriate.
• Keep up to date with any changes to regulatory and statutory requirements for complaints
• Check complaints data to ensure information is accurate, complete and up to date.
• Contact customers to complete follow-up surveys after their complaints have been closed.
• Support information requests linked to complaints, ensuring information is handled in line with data protection requirements.
• Work with the Complaints Business Partner on project work, meetings, minute-taking and improvements to complaints systems and processes.
• Keep up to date with the Housing Ombudsman Complaint Handling Code, relevant regulatory requirements and good practice, helping us make improvements where needed.

• Experience of providing administrative support and maintaining accurate records.
• Good computer literacy, with the ability to use digital systems and tools effectively.
• Good organisational skills, with the ability to manage competing priorities and meet deadlines.
• Clear communication skills and the ability to build positive working relationships with colleagues and customers.

• Experience of dealing with complaints, ideally in a social housing environment
• Knowledge of regulatory and other requirements for social housing complaints

Closing Date
: 2ndNovember
2026

Interviews Date
: 12thNovember 2026