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Complaints Coordinator

Posted 7 February by FirstPort Ended

Complaints Co-ordinator


FirstPort are the UK's largest residential property management company, we are looking for someone to join our fast-paced Customer Service team based in Luton.

As Complaints Co-ordinator you will be expected to provide a first-class complaint resolution service to those unhappy with their experience by listening, empathising, investigating, collaborating and applying sound business sense and judgement.  Also to provide support to others handling escalated complaints; to understand and document the root cause of issues arising; and to provide suggestions regarding service improvement. 

What will you be doing?

  • Acknowledge receipt of, set and manage customer expectations for all complaints

  • Own the complaint, begin and lead investigations and decide outcomes and actions, acting as custodian for the process

  • Seek first time resolution, only handing off complaints to others where this is unavoidable

  • Work with the business and technical experts to make informed decisions and achieve an appropriate outcome for the customer

  • Write comprehensive response letters including any holding response where required, demonstrating empathy and resolve

  • Prepare case files for Ombudsman investigations

  • Record all complaints onto a database for trend analysis and other management reports

  • Produce reports and other Management Information as required

  • Support senior leadership to liaise with and report to operational and key client teams any trend information alongside issues and recommendations for improvement

  • Set an example for others by championing the Company's FIRST values, Customer Charter principles and the Code of Business Conduct.

  • Provide feedback on root causes and reports, both pro-actively and as required.

What will you be like?


  • GSCE English Grade A-C
  • Customer Service or Business Administration NVQ is desirable


  • Previous experience of dealing with customers, ideally in a complaint handling role


  • A good understanding of the complaints procedure

  • Dealing effectively with customers

  • Customer advocate with an aim for first time resolution

  • Demonstrates ownership and accountability for the process

  • Self-motivated, able to work on own initiative and make appropriate decisions

  • Specialist knowledge within an area of FirstPort's business would be an advantage

  • Data Protection

    Technical Skills       


Reference: 34415417

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