Purpose of the job:
To provide effective administrative support to South Lakes Housing’s complaints process, ensuring complaints are logged, tracked, updated and recorded accurately and within required timescales.
The postholder will help keep the complaints process organised, consistent and customer focused by maintaining accurate records, monitoring deadlines, co-ordinating information, supporting correspondence and helping colleagues keep complaint cases moving. The role will support a positive complaints culture by making sure information is easy to find, actions are followed up, and learning from complaints is properly recorded.
This is an administrative support role. It will not be responsible for investigating complaints, making decisions on complaint outcomes, approving compensation or leading service improvement, but it will provide the essential administrative support that enables those activities to happen well.
Key accountabilities:
Complaints administration
Log complaints, compliments and feedback accurately on relevant systems.
Acknowledge complaints and support the issue of standard correspondence in line with agreed templates and timescales.
Maintain accurate complaint records, files, trackers and supporting documentation.
Monitor complaint deadlines and send timely reminders to colleagues and investigating managers.
Track the progress of complaints through each stage of the complaints process.
Ensure complaint files are complete, well organised and easy to audit.
Support the preparation and collation of information for complaint investigations.
Support the administration of Housing Ombudsman cases, including gathering records, uploading information and maintaining a clear audit trail.
Arrange complaint review meetings, prepare papers, take notes and record agreed actions where required.
Customer communication and support
Provide polite, professional and empathetic administrative support to customers using the complaints process.
Respond to routine enquiries about complaint progress, timescales and next steps, in line with agreed guidance.
Help ensure customers receive timely updates and correspondence.
Identify where a customer may need additional support or a reasonable adjustment and escalate this appropriately.
Maintain confidentiality and handle sensitive information with care.
Records, performance and reporting
Maintain complaints data so that it is accurate, complete and up to date.
Support the production of routine complaints performance information, including volumes, deadlines, outcomes and action tracking.
Maintain action logs for learning, remedies and service improvement actions arising from complaints.
Follow up with colleagues to confirm when actions have been completed.
Support the preparation of information for managers, resident groups, senior leaders and governance reporting.
Help identify missing information, incomplete records or overdue actions and escalate these appropriately.
Learning and improvement support
Support the recording of complaint learning and agreed service improvement actions.
Maintain evidence of completed actions and outcomes.
Help ensure learning from complaints is captured consistently and shared with the relevant colleagues or forums.
Contribute to improvements in complaint administration, templates, trackers and processes.
Support a culture where complaints are seen as a valuable source of learning and service improvement.
General administration
Provide general administrative support to the Customer and Culture team as required.
Organise meetings, prepare agendas, take notes and follow up actions.
Maintain electronic filing systems and document retention arrangements.
Support resident engagement or customer insight activities where administrative capacity is needed.
Carry out other duties broadly consistent with the grade and purpose of the role.
There are many benefits to working at South Lakes Housing, including a great salary, excellent pension scheme, Health & Wellbeing programme and some Hybrid Working with an expectation to also work from the Office in Kendal.
Closing date for all applications is 9am on Friday 7th August 2026.
For more details and how to apply please visit our website:
https://www.southlakeshousing.co.uk/our-current-vacancies/
Job Types: Full-time, Permanent
Pay: Up to £30,089.00 per year
Benefits:
- Company pension
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Sick pay
Education:
- GCSE or equivalent (required)
Work Location: Hybrid remote in Kendal LA9 4BD
