Join the Executive Complaints Team for a 12 month fixed term contract!
Bring organisation, structure and control to the whole executive complaints process.
Oversee and monitor complaints, ensuring service level agreements (SLAs) are achieved.
Provide timely progress updates and quality driven support for better responses.
Hold seniors accountable for necessary touchpoints and escalations.
Work Monday – Friday 37 hours a week with flexible base location within the region and frequent travel to Coventry Head Office.

Strong organisational and coordination skills with the ability to manage multiple priorities and deadlines.
Experience of case management, complaint handling, or working within a regulated or customer-focused environment.
Excellent attention to detail with the ability to assess quality and accuracy of written communications.
Strong written and verbal communication skills, with the ability to influence and engage stakeholders across multiple business areas.
Ability to apply structured processes, prioritisation frameworks, and risk-based thinking.
Confidence in challenging and escalating issues required to maintain standards and SLAs.
High level of accountability and ownership in delivering outcomes.
Investigation & Problem-Solving
Strong analytical thinking to assess complex, multi-touchpoint complaints
Regulatory & Risk Awareness
Understanding of complaint handling regulations
Root Cause Analysis (RCA) Capability
Linking complaints to broader business performance and recommending preventative actions
Data & Insight Literacy
Interpreting MI dashboards and complaint trends and identifying emerging themes or repeat issues
System & Process Proficiency
Strong use of case management / CRM systems
Prioritisation & Case Management
Attention to Detail & Quality Focus
Resilience & Professional Judgement

25 days holiday plus bank holidays (with the option to buy or sell up to 5 days per year)
Annual bonus scheme (up to £1,500, subject to eligibility)
Family-friendly policies, including a year off fully paid maternity and adoption leave
Leading pension scheme – we double your contribution up to 15%
Sharesave scheme
Dedicated training and development through our Academy
Electric vehicle scheme and retail offers
Two paid volunteering days per year

Complaints Case Coordinator

Key skills