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Complaints Coordinator

Employer
L&Q
Location
Sidcup [Homeworking at present]
Salary
£ 22,500 - £27,000 depending on experience
Closing date
27 Apr 2021

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Job Details

Interviews will be held on: 5th May 2021 via Microsoft Teams

Due to COVID19, colleagues in eligible roles are currently working from home in line with government guidelines

The Compliance & Building Services Team are seeking Complaint Coordinators to join the Compliance and Casework team. These roles will be key in leading as administrative support on all complaints that require action across the Department, to ensure that our customers complaints are addressed in a timely manner, and are kept up to date throughout the complaints process.

 

The Complaint Coordinator role is a new role created within Compliance & Building Services. The Complaint Coordinators report into the Compliance & Casework Team Leader, and will also work alongside three Compliance Officers within the same team. Good working relationships with various teams within Compliance & Building Services will be key to the success of this role. Ensuring complaints are dealt with in line with L&Q’s policy, whilst also ensuring L&Q are adhering to the Housing Ombudsman Code of Practice which came into effect in 2020.
 

You will be self-motivated, professional and have a desire to ensure that L&Q adheres to its complaints policies and procedures and highlight any areas of non-performance. You will be able to work on your own initiative and be able to organise and prioritise your own individual workload, as well as being aware of the overall teams’ objectives and assisting where necessary.

It is desirable that candidates have past experience resolving complaints. Excellent customer services is a must in this role.

To be considered for this role candidates will be able to demonstrate:

  • Excellent Customer Service skills
  • Proficient in use of MS Office packages
  • Excellent written and verbal communication skills
  • Experience of working in a customer focused capacity
  • Experience of providing administrative support in a busy work environment
  • Good organisation skills
  • Ability to work well within a team

 


If you are interested in this role and have the experience required, then apply without delay!

 

COVID 19: The safety of our staff and our candidates is of the utmost importance. Every effort will be taken to ensure that safe ways of working are adopted throughout the Recruitment and Selection process. We are introducing extra precautions in line with UK Government Guidelines. Our recruitment processes will follow social distancing and COVID-19 Secure requirements. This will include the use of various technologies to support the interview process. Should candidates have any questions regarding this, or if you require additional support please let us know at the interview planning stage.

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q.   More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life.  Please let us know during the recruitment process if you’re interested in part time working or job sharing.  In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion.  We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy. 

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

Company

We house around 250,000 people in more than 105,000 homes, primarily across London and the South East – but we’re more than just a registered charitable housing association.

We are a long-term partner in the neighbourhoods where we work. We build aspiration, opportunity and confidence for everyone in our communities.

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