Salary: £12.63 per hour
Hours: Monday to Friday 8 hours per day Working between the hours of 8am to 6pm
Job Purpose
To provide efficient and professional administrative support within the Complaints Department, ensuring customer issues are handled accurately, fairly, and in line with company policies. The role is responsible for managing complaint documentation, responding to customer queries, coordinating investigations, and helping deliver a positive resolution experience.
Key Responsibilities
* Act as the first point of contact for customer complaints received via phone, email, or written correspondence.
* Log, track, and monitor complaints through to resolution using internal systems.
* Acknowledge complaints promptly and maintain clear, timely communication with customers throughout the process.
* Gather and review relevant information, evidence, or documentation needed to investigate complaints.
* Liaise with internal departments to obtain updates, investigate issues, and ensure accurate responses.
* Prepare written responses, summaries, and reports in line with company standards.
* Follow up on open cases to ensure timely progress and escalation where necessary.
* Maintain accurate and up-to-date records of all communications and actions taken.
* Identify recurring issues or trends and report them to management to support service improvement initiatives.
* Ensure compliance with internal policies, procedures, and regulatory requirements related to complaints.
* Provide general administrative support to the team, including filing, data entry, and document preparation.
Required Skills & Experience
Essential
* Previous experience in a customer service or administrative role.
* Strong written and verbal communication skills, with the ability to respond professionally and empathetically.
* Excellent attention to detail and accuracy in record-keeping and documentation.
* Strong organisational skills with the ability to manage multiple cases and deadlines.
* Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable using CRM or complaints management systems.
* Ability to handle difficult or sensitive situations calmly and respectfully.
Preferred
* Experience working specifically within a complaints department or regulated environment.
* Knowledge of complaint-handling processes and best practices.
* Ability to analyse trends and contribute to continuous improvement.
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