Complaints Administrator

3 weeks ago


London, United Kingdom in Newbury Full time

Position Overview: The Complaints Administrator will beresponsible for managing and co-ordinating customer complaints andinquiries, ensuring they are responded to in a timely and efficientmanner.

The ideal candidate will possess excellentcommunication skills, a strong sense of empathy, and a commitment todelivering exceptional customer service. This role requires theability to effectively liaise with customers, colleagues, and otherstakeholders to address concerns and ensure resolution.

Key Responsibilities:

  • Receive and ProcessComplaints: Act as the primary point of contact for customercomplaints and inquiries, promptly acknowledging receipt anddocumenting details of each complaint in the designated system.Responding to the complainant by telephone, email or letter to confirmacknowledgement of initial complaint.
  • Provide CustomerSupport: Offer empathetic and responsive customer support tocomplainants throughout the complaints resolution process, keepingthem informed of progress and ensuring their concerns are addressedwith sensitivity and professionalism.
  • MaintainDocumentation: Maintain accurate and detailed records of allcomplaints, correspondence, and actions taken to resolve each issue.Generate reports as needed to track complaint trends, identifyrecurring issues, and propose proactive solutions.

To beconsidered for this position it is essential to have complaintsmanagement experience within a Property / Housing / Construction orLocal Authority environment.

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