Compliants Coordinator

The purpose of the Complaints Coordinator position is to carry out the functions set out within the AHV complaints procedure, including leading the coordination of multi departmental responses to investigate, resolve complaints and mitigate escalations. The role is also responsible for providing regular reports, identifying trends that feed into continuous improvement and ensuring that the Director S&P and other relevant staff are kept abreast of issues which may impact policy, procedure or compliance and complaints that may need to be escalated. Key to the success of the role is the ability to utilise systems for recording and monitoring complaints but also ensuring processes follow up to date best practice principles. The position requires a high-level knowledge of the Residential Tenancies Act and legislation relevant to community housing.