ExtraCare Charitable Trust are looking for a Complaints Administrator!
Are you an experienced Complaints Administrator looking to develop your career with an award winning, forward-thinking charity?
We have an exciting opportunity for a Complaints Administrator to join our team based at our Head Office in Coventry. At The ExtraCare Charitable Trust, you’ll play a vital role in ensuring our complaints process is managed efficiently and professionally, helping us continuously improve the services we provide.
The ideal candidate will have previous demonstrable experience within a similar role, be flexible, motivated and adaptable to change. If this sounds like you, please read on for more details!
Key Duties:
1. Monitor the corporate complaints inbox. Record and triage complaints consistently and promptly. Ensure all such complaints are effectively prioritised, categorised and actioned.
2. Manage the response for complaints which are directed to Head Office including allocating to appropriate management to lead the complaint review, and response.
3. Liaise with location staff to ensure that location-level complaints are appropriately prioritised / categorised, recorded, and assigned to an appropriate member of staff for resolution.
4. Monitor complaints timescales to ensure responses are provided in line with the Complaints Policy. Escalate instances where complaint responses are either going over timescale or where the complaint is sensitive and needs careful handling.
5. Maintain accurate and complete records of complaints, including their status and outcome. Provide accurate, complete and timely complaints reporting as required and assist with the analysis of complaint response data.
About you:
6. Experience of handling, investigating and documenting complaints.
7. Experience of writing complaint responses.
8. Gather, analyse information and produce performance reports.
9. Excellent verbal and written communication skills.
Benefits of the role include;
10. 25 days annual leave, plus bank holidays
11. Contributory pension (up to 9%)
12. Buy and sell holiday
13. Free life insurance
14. Cycle2work scheme
15. Attendance reward
16. Free use of on-site location gyms
Role Details
17. Role: Complaints Administrator
18. Hours: 22.5 hours per week (4.5 hours per day Mon-Fri)
19. Job type: Permanent/Part-time
20. Salary: £18,535pa (pro-rata £30,888 FTE)
ExtraCare strives to create a workplace that fully reflects society. We want our staff to feel empowered to bring their full, authentic selves to work and be part of a safe and supportive community.
Do not miss out! Click ‘apply’ now to make an invaluable impact to the lives of our residents as our new Complaints Administrator.
21. Closing date: Sunday 19th April 2026
22. Proposed Interview Date: Thursday 7th May 2026
ExtraCare is committed to making our recruitment practices as fair and inclusive as possible for all. This includes making reasonable adjustments to support candidates throughout the recruitment process.
ExtraCare does not participate in the current “UK Visa Sponsorship” scheme, and we would not be able to facilitate sponsorship.