Senior Complaints Co-ordinator

About the Role

We're recruiting a highly skilled Senior Stage 2 Complaint Handler to act as the organisation's final internal decision‑maker for escalated complaints. This is a key role for someone who can make fair, balanced, and evidence‑based decisions while ensuring compliance with our policies, procedures, and the Housing Ombudsman Complaint Handling Code.

You’ll conduct comprehensive reviews of Stage 1 responses, test them against policy and regulatory requirements, and produce clear, high‑quality Stage 2 decisions that demonstrate accountability, transparency, and a commitment to improvement.

• Lead Stage 2 complaint reviews and make impartial, final decisions
• Review Stage 1 investigations for fairness, quality, and compliance
• Identify gaps or failings and undertake further investigation where needed
• Produce high‑quality written responses outlining clear rationale and outcomes
• Work collaboratively with teams across the organisation
• Highlight systemic issues and support service improvement activity
• Provide guidance and coaching to Stage 1 Complaint Handlers
• Ensure all Stage 2 response time frames and quality standards are met

• Extensive experience in complaints handling, ideally with escalated or complex cases
• Ability to analyse investigations critically and challenge findings where appropriate
• Excellent written communication skills with strong attention to detail
• Confidence in making decisions and explaining outcomes clearly
• Ability to work independently with sound professional judgement
• Commitment to fairness, learning, and high‑quality customer outcomes

If you're an experienced complaints professional ready to take on a senior role with real impact, we'd welcome your application.

We are a large diverse and ambitious business, which will give you all the challenge you could wish for.

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:

• Competitive salary, with a salary review yearly
• Pension with matched contributions up to 7%
• Excellent holiday package – up to 35 days annual leave with the option to buy or sell leave
• Cashback plan for healthcare costs – up to £500 saving per year
• A bonus scheme for all colleagues at 2%
• Training and development
• Extra perks including huge discounts and offers from shops, cinemas and much more