Job Description

Job Advert: Complaints Coordinator

Location:

Lutterworth (4 days office-based), 1 day remote (hybrid/remote)

Salary:

26,000-27,000 (dependant on experience)

Hours:

Monday to Friday, 9am-5pm

Reporting to:

Audit and Complaints Manager

Start:

ASAP

Are you proactive, impartial, and committed to delivering brilliant customer service? We are seeking a Complaints Coordinator to join our Accreditation team in Lutterworth. In this role, you'll be the first point of escalation for customer complaints and will manage the entire process from initial contact to detailed reporting and final resolution.

You must have a 'can-do' attitude and be willing to go the extra mile to provide a positive customer experience. You'll liaise with stakeholders, ensure complaints are handled fairly, and deliver clear, timely reports to management.

Key Responsibilities:

Manage the complaints process end-to-end, ensuring timely resolution. Liaise directly with customers and internal stakeholders. Produce accurate, detailed reports regarding complaint outcomes. Act as the first point of escalation and maintain integrity and impartiality in every case. Deliver excellent customer service and support continuous improvement.

Benefits:

Hybrid/remote working options (1 day per week) Competitive salary Friendly team and professional development opportunities
Job Types: Full-time, Permanent

Pay: 26,000.00-27,000.00 per year

Application question(s):

Do you have the RTW in the UK? Do you require a visa? if so, please specify what type of visa you hold (student, skilled worker, grad, dependent) Are you able to reliably commute to Lutterworth for work (4 days on-site per week)? (Must) Are you available to work Monday to Friday, 9am-5pm? (Must) Do you have experience managing end-to-end complaints processes? (Must) Can you demonstrate a 'can-do' attitude and willingness to go the extra mile for customers? (Must) How would you rate your ability to remain impartial and objective when handling sensitive complaints? (Must) Do you have previous experience in customer service or stakeholder liaison roles? Are you confident producing detailed reports on complaint resolutions? (Must) Do you have a full UK drivers license? Are you comfortable working in a hybrid environment (4 days office / 1 day remote)? Do you have experience escalating complaints to management or other stakeholders? (Nice to Have) What makes you passionate about providing a positive customer experience?
Work Location: In person