Complaints Coordinator
Local Authority | North West London | Temporary/Contract

We are working with a Local Authority in North West London who are seeking a Complaints Coordinator to join their busy Housing & Corporate Services team.

In this role, you will be responsible for managing and responding to Stage 1 and Stage 2 complaints, ensuring residents receive timely, professional, and fair responses both over the phone and in writing. You’ll play a vital role in improving the customer experience and ensuring the council meets statutory and service standards.

Key responsibilities include:

• Handling Stage 1 and Stage 2 complaints from residents via phone, email, and written correspondence.

• Investigating cases thoroughly, gathering information from internal teams and contractors.

• Drafting clear, accurate, and empathetic complaint responses within required timescales.

• Liaising with residents to provide updates and resolutions.

• Ensuring compliance with relevant legislation, policies, and complaint procedures.

• Supporting service improvements by identifying recurring issues and feeding back to managers.

About you:

• Experience in complaints handling or customer service within a local authority, housing provider, or regulated environment.

• Strong written and verbal communication skills, with the ability to handle sensitive issues professionally.

• Ability to investigate, analyse, and resolve cases effectively.

• Organised, with strong attention to detail and the ability to manage deadlines.

• A customer-focused, empathetic approach with resilience under pressure.

📍 Location: North West London
💰 Rate: Competitive (dependent on experience)
📅 Contract: Temporary/Interim

This is a great opportunity to join a respected local authority and make a direct impact on customer service and resident satisfaction.

If you are an experienced complaints professional and available for a new role, please apply today for immediate consideration.