Job Details

As a Customer Experience Coordinator, you will manage complaints at the triage stage, ensuring timely acknowledgment, accurate recording, and compliance with policy and the Housing Ombudsman Complaint Handling Code. You will maintain central logs, analyse trends, produce clear reports for Committees and the Board, and identify opportunities for service improvement. Working with colleagues, you will support effective complaints management, enhance data quality, and promote continuous improvement across services. 

This role is 15 hours per week (working pattern to be agreed), with 50–75% office-based during probation. Occasional travel across East Anglia may be required during probation.

Key Responsibilities:

• Lead the triage, coordination, and resolution of customer complaints, ensuring timely acknowledgement.
• Maintain accurate complaints and feedback records to improve data quality and consistency.
• Analyse complaint trends and feedback to identify lessons learned and improvement opportunities.
• Prepare clear reports and recommendations for senior leaders, Committees, and the Board.
• Support Service Managers in delivering improvements and contribute to the Annual Complaints Performance and Service Improvement Report in line with policy and regulatory requirements.
• Promote safeguarding, health and safety, and compliance within the role.

About Papworth Trust:

Papworth Trust is a leading disability charity dedicated to empowering disabled people to live with equality, choice, and independence. With a vision of a world where disabled people are seen for who they are, the Trust provides vital services that make a meaningful difference every day.

Additional information: The post is subject to a Basic DBS check, and candidates must be authorised to work in the UK.

Papworth Trust is a Disability Confident employer. We welcome applications from disabled candidates and guarantee interviews to those who meet the minimum criteria. If you require reasonable adjustments or alternative formats, please let us know as early as possible.

As a Customer Experience Coordinator, you will demonstrate a strong commitment to equality, inclusion, and safeguarding, with experience in complaints handling or customer feedback management. You will possess strong analytical skills to review data, identify trends, and recommend improvements to processes and data quality, alongside experience in report writing and presenting to senior colleagues. Confident telephone and face-to-face communication is essential. You will be highly organised, detail-oriented, and proficient in Microsoft Office and data systems, with knowledge of the Housing Ombudsman Complaint Handling Code and data protection principles. Experience in process improvement or service development is advantageous. The role requires travel; a full driving licence and access to a vehicle are desirable, though public transport is acceptable.