Complaints AIRE Coordinator
Location: Enfield
Salary up to £29,525.06 per annum
Contract: Full time – Permanent, 40hrs per week, Monday to Friday
Mears provides temporary accommodation to asylum seekers whilst their claim is being assessed in three regions: Northeast, Yorkshire and Humber, Northern Ireland, and Scotland. Mears work in partnership with central and local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.
About the Role:
As an AIRE Coordinator your main duties will include but not limited to managing all issues reported in relation to Service Users, ensuring these are resolved as per contractual obligations, collate information, and produce reports where needed as well as manage Landlord enquiries and deal with as appropriate. You will need to support the AIRE Manager to assist with the smooth running of the service delivery centre to ensure all service users’ needs are met and work collaboratively and proactively with the regional teams to ensure client, customer and service users receive an exceptional service.
In this role you will be responsible for working with regional teams to ensure all issues and complaints are reported are managed effectively through to resolution. The successful candidate will answer landlord queries and manages incidents raised by colleagues within the region. You will ensure the safety and wellbeing of a diverse client group and working as part of this team, you will be pivotal in delivering all advisory matters in accordance with our contractual obligations. Keeping safeguarding and Service User experience at the heart of the service will be key to succeeding in this role. We will rely on you to maintain accurate records and communicate outcomes with all key stakeholders.
Role Criteria:
- Manage service user issues and ensure timely resolution in line with contract requirements
- Respond to landlord enquiries and incidents raised by regional colleagues
- Support the AIRE Manager with daily operations of the Service Delivery Centre
- Collaborate with regional teams to manage complaints and deliver smooth service
- Keep safeguarding and service user experience central to all actions
- Maintain accurate records and communicate updates to relevant teams
- Collate information and produce reports when needed
- Provide excellent customer service
- Demonstrate experience in admin or similar office-based roles
- Confidently use IT systems, especially Microsoft platforms
- Communicate clearly and professionally, both written and verbal
- Stay calm and focused under pressure
- Be organised, reliable, and adaptable to changing priorities
- Show a strong work ethic and commitment to quality
- Work independently and as part of a team
- Have experience in handing complaints
This is a two-stage interview process. Candidates who progress to the second stage will be required to undertake a written assessment.
Benefits we can offer you
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
- Family friendly policies
- Access to EAP Counselling sessions
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.
Apply below or to discuss your application further; contact:
Beth Dunford ([email protected])If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
