Location: Harrow (Local Authority)
Contract Type: Full-time, Temporary
Working Hours: Monday to Friday, 9:00am – 5:00pm
Hourly Rate: £20.00 (Umbrella)
Start Date: Immediate
About the Role
We are urgently recruiting for a dedicated Complaints Coordinator to join the housing team at Harrow Council. This role is critical to the effective handling of complaints, ensuring that cases are managed professionally and within required timescales, while maintaining high levels of customer satisfaction.
Key Responsibilities
- Manage the full lifecycle of complaints, including Stage 1, Stage 2, and Ombudsman (OB) cases.
- Maintain accurate and up-to-date records using Excel-based trackers and internal systems.
- Investigate complaints thoroughly and draft timely, clear written responses.
- Liaise with surveyors, contractors, and internal departments to gather relevant information and coordinate responses.
- Handle maintenance-related enquiries from residents and stakeholders.
- Deliver excellent customer service through clear communication, empathy, and a solution-focused approach.
The ideal candidate will have:
- Experience managing formal complaints processes within housing, local government, or a similar public-facing environment.
- Strong written and verbal communication skills, with the ability to draft professional responses.
- Confidence using Excel and tracking tools to monitor and report on case progression.
- A calm and organised approach to handling sensitive or challenging issues.
- A strong focus on service quality and timely resolution.
