Complaints Co-Ordinator

  • Job Reference: 00055357-1
  • Date Posted: 13 January 2022
  • Recruiter: CV-Library
  • Location: Bristol
  • Salary: £22,748 to £23,223
  • Sector: Community & Sport
  • Job Type: Permanent

Job Description

Care to join us?

We are looking for a Complaints Co-Ordinator to join our friendly and welcoming team here at Hft . This is your chance to make a real difference to people's lives.

The purpose of this role is to deliver a quality experience, co-ordinating all compliments and complaints to provide a consistent good quality service.

What will you be doing?

Working within the Quality and Governance portfolio, as part of the quality team you will be responsible for overseeing the compliments and complaints process and procedures, monitoring the outcomes and the complaints reporting.

You will maintain the complaints process and procedures and be able to work to the aims, objectives, policies and practices of Hft. You will oversee the transfer and monitoring of complaints, delivering to the complaints framework to ensure the complainant receives a good service and satisfactory outcome throughout the process.

This will require the day to day administration of compliments and complaints, preparing communications and good organisational skills to maintain and track cases in progress at the varying stages of the complaint. This will include responding to complaints received, communicating with both internal and external parties involved in resolving complaints.

The ideal candidate will be able to:

Work on their own initiative and pick things up quickly, to be able to work relatively independently.
Have good organisational skills and take responsibility for delivering to the complaints process and procedures.
Excellent interpersonal skills and good written communication for drafting correspondence and reports.
Ability to work to deadlines, to perform against the requirements of the framework.
Further details of the main duties are included in the Job Description and Person Specification.

What’s in it for you?

There are a range of benefits and career development opportunities at Hft. We’ll give you a comprehensive induction, full training, and support along the way.

With Investors in People and Skills for Care accreditation we are committed to investing in you to ensure you have the specialist skills and expertise needed to support people to live the best life possible.

We offer

Access to the Hft Plus benefits package, which includes a great number of discounts and rewards across shops, restaurants, gym membership and days out; but also an Employee Assistance Programme, with telephone and face-to-face support options.
Access to award winning training and development – Hft is one of only four charities to have achieved the Skills for Care ‘Centre of Excellence’ provider status
Annual staff award scheme – The Fusion Awards, and peer recognition through our GEM awards programme
25 days holiday (pro rata for part time staff)
A contributory pension scheme & life assurance

We ask all our teams to take advantage of the Covid-19 vaccination, which is offered to frontline support workers as a priority group. In some types of service this vaccine is required by law, but we strongly encourage everyone to be vaccinated (across all our services) to ensure both the safety of the people we support and our colleagues.

Find your place with us and change lives.

Salary: Starting on £22,748 rising to £23,223 after probation
Hours: Permanent, Full time – 37.5 hours
Location: Home based - Hybrid

Closing Date: 24th January 2022


We reserve the right to close this vacancy early should we receive sufficient applications.

Hft's usual terms and conditions apply.

Hft is committed to equal opportunities and welcomes applications from all sections of the community. As a Disability Confident Employer, Hft is helping to ensure that disabled people have the same opportunities to fulfil their potential and realise their aspirations that people without disabilities do.

Successful applicants will need to undertake an enhanced disclosure check against the Disclosure and Barring Service (DBS). Having a criminal record may not bar you from employment.

You may have experience or an interest in the following: Complaints Resolution, Complaints Coordinator, Complaints Handler, Complaints Handling, Customer Service Coordinator, Customer Service Team Leader, etc.

Ref: (Apply online only)