Customer Service Complaints Coordinator

At Thornbury Community Services our amazing company culture is centred around our values of professionalism, integrity, passion, expertise and respect; Winning us Bristol's Employer of the Year!!

Location: Long Ashton

Salary: £21,500 

Hours: Full time, permanent

Are you wanting to work within a team that promotes an excellent team culture? A team that values a good work/life balance and will give you the tools to succeed within your role? Thornbury Community Services has an exciting opportunity for a customer service focused individual to join our growing team of Complaints Team. Utilising your customer service and complaints experience, you will be responsible for handling concerns, complaints and incidents from receipt to resolution within specified time limits. You will liaise with complainants; where necessary draft response letters for signatures and analyse the database to identify trends and problems to be resolved. 

At TCS, high quality care is our number one priority. With a team of exceptional and conscientious healthcare staff, we’re able to deliver the best complex care at home or in the community, 24/7 or whenever it is needed. With compassion, integrity and dedication, we help empower individuals to achieve personal aspirations, as well as providing care tailored to their needs. Making a positive difference to our client’s lives is our passion and it’s this that sets us apart.

Our Customer Service Complaints Coordinators are at the heart of our business, so we will offer you:

  • Great work/life balance
  • Optional charity involvement – Ambitious About Autism
  • Fantastic team culture
  • Excellent rates of pay
  • The opportunity to enhance your career by applying your transferable skills in a supported customer service-based setting
  • Full induction programme and training
  • Support with ongoing professional development
  • Senior management support
  • Excellent company culture with reward and recognition schemes
  • Christmas and Summer parties and social events throughout the year
  • Strong internal support team

Key tasks include:

  • Reporting to and seeking guidance from the Quality Manager when relevant
  • Flagging moderate and above incidents and complaints to the Quality Manager and Clinical Group Director
  • Handling and processing of concerns, complaints and Incidents
  • Handling complex complaints and incidents with multiple areas of concerns
  • Handling and dealing with contentious issues that may arise from handling some complaints and incidents. 
  • Use own judgement to handle conflicting information that may arise during investigation.
  • Analysing complaint letters and incident reports, identifying key issues raised and assesses initial risk during the investigation process.
  • Seek evidence and obtain further information where necessary.  Liaise with other parties involved and create witness statements over the telephone.
  • Conducting investigation meetings when required, ensuring formal minutes are obtained and agreed with the interviewee.
  • Deal with complaints in a polite, sympathetic and empathetic way


Skills & Experience:

  • Good level of basic education
  • Numerate & literate
  • Good IT skills
  • Excellent customer services skills and a confident telephone manner
  • High attention to detail
  • Previous customer service and administration experience
  • Ability to manage a database and keep records up to date


Or, know someone who would be a perfect fit? Let them know!


Wild Country Lane
BS48 Bristol Directions

Perks, Benefits and Reward


We recognise that everyone has different priorities and lifestyles, and our flexible benefits package reflects this. Benefits range from a matching contribution pension scheme and a healthcare cash plan to flexible holiday options and discounted shopping vouchers. 
• Buy and sell holiday
• Corporate discounts
• Career development
• Cycle2Work scheme
• Discounted shopping vouchers
• Healthcare insurance
• Life assurance
• Matching pension scheme

Career Development

Our business is always changing, and so are you. To ensure you’re fully prepared for these changes and ready to reach your full potential we offer continuous learning and development. We’re passionate about helping our people grow and promote internal progression and mobility. 
• Management and leadership training
• On-boarding
• Personal development
• Role-specific training
• Work-based qualifications

Reward and Recognition

We want to share our successes, recognise excellent performance and promote healthy competition, which is why we offer competitive salaries, bonus schemes linked to performance and a whole host of recognition awards. Work hard and it’s entirely possible you’ll be recognised as an exceptional performer.
• Annual awards
• Exceptional performance awards
• Long service recognition


More than just a buzzword, we really do care about your wellbeing and encourage you to do the same. Our health and wellbeing coaches run smoking cessation and weight loss campaigns to help our people to achieve a healthier lifestyle. We also have a number of qualified mental health first aiders providing a vital support network, discounted gym memberships, free fruit; and our employee assistance programme is there to help you with life’s little ups and downs.
• Cycle2Work scheme
• Discounted gym membership
• Employee assistance programme
• Flexible working
• Free fruit
• Healthcare cash plans
• Mental health first aiders
• Paid time off for charity work 
• Staff wellbeing initiatives 

Our Culture



Independent Clinical Services is a global workforce management solutions and services provider for the health and life science sectors. We know that our people are what drive our success. We foster an environment that enables them to be individuals, to be entrepreneurial, and to make tangible contributions towards the growth of our businesses. 


We strive to provide our people with the tools and the environment to build a meaningful and successful career with us, from wellbeing and flexibility to expansive client and candidate networks. 

We reward high performance and ensure employees feel part of our growth strategies and successes. Our commitment to employee development through training, personal development plans, professional qualification support and career progression has resulted in excellent retention levels.




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