About the Role Job Title: Complaints Administrator Contract: Temporary to Permanent Location: Walton on Thames, KT12 Salary: £16.91ph umbrella rate Hours: Monday to Friday, 8:00am – 5:00pm We are seeking a professional and customer-focused Complaints Administrator to join our team on a temporary to permanent basis. This role will support the Complaints Lead and wider Customer Service team by managing and resolving customer complaints and queries, primarily via email and phone. You will aim for first-call resolution wherever possible, ensuring residents receive clear, timely, and empathetic communication. More complex cases will be escalated appropriately to ensure fair and efficient outcomes. Key Responsibilities Act as the first point of contact for residents raising complaints or service concerns. Handle incoming complaints via phone and email, aiming to resolve issues at first contact wherever possible. Record and log all complaints accurately within internal systems, ensuring updates and resolutions are tracked. Communicate clearly and empathetically with residents throughout the process, keeping them informed of progress. Escalate complex or unresolved complaints to the Complaints Lead or relevant teams for further investigation. Liaise with internal teams and contractors to gather information and support complaint resolution. Assist with preparing reports, summari...