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Senior Executive Administrator
3 months ago
Apply locations Salford Quays, Manchester time type Full time posted on Posted 2 Days Ago job requisition id R Overview :
As the CEO Complaint Team Workflow Administrator, you will play a pivotal role in managing the smooth and efficient handling of complaints addressed to the CEO and EXCO.
You will be responsible for managing the workflow of complaints, coordinating with various departments, and ensuring timely resolution while maintaining the highest level of professionalism and confidentiality.
Workflow Management:
- Develop and implement efficient workflows for CEO complaints team.
- Prioritise urgent matters and delegate tasks to the appropriate team members.
- Monitor incoming complaints and allocate them to appropriate team members for resolution.
- Track complaint resolution progress and ensure timely followup on outstanding issues.
Data Analysis and Reporting:
- Compile and analyse complaint data to identify trends, root causes, and areas for improvement.
- Generate regular reports for senior management, highlighting key metrics and insights.
- Provide recommendations for process enhancements based on data analysis.
- Maintain accurate records of complaints, investigations, and resolutions in accordance with regulatory requirements.
- Ensure compliance with company policies, procedures, and industry regulations.
- Assist in the development and implementation of training programs for complaint handling staff.
Quality Assurance:
- Conduct regular quality assessments of complaint handling processes and outcomes.
- Identify opportunities to enhance service quality and customer satisfaction.
- Implement corrective actions as necessary to address deficiencies and mitigate risks.
Strong Organisation Skills:
Ability to effectively prioritise tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
Strong analytical and critical thinking skills, with the ability to identify root causes of issues and develop creative solutions.
Meticulous attention to detail, ensuring accuracy in documentation and adherence to company policies and procedures.
Knowledge of Regulatory Requirements:
Understanding of relevant regulations and compliance standards related to complaint handling in the industry.
Technology Proficiency:
Familiarity with relevant business processes, software and tools for workflow management, document tracking, and data analysis.
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve.
