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Complaints Administrator

7 months ago

London, United Kingdom The Hyde Group Full time

**London Bridge**

**£24,000 - £26,000**

Hyde is looking to recruit a Complaints Administrator.

Hyde is one of the UK’s leading and award-winning providers of affordable homes in London, the South-East and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple, by providing customers with a safe and decent home it allows them to realise their potential, enjoy their environment and contribute to their community.

As a Complaints Administrator at Hyde, you will be working within Customer Services to assist in the effective and timely coordination, management and monitoring of all complaints, Housing Ombudsman and Elected Representative cases requiring investigation and response. Assist the Customer Experience Manager and Complaints Managers with the processing of complaints.

**Responsibilities**
- Ensure all customer contact is acknowledged and contacting the customer and assigning for investigation to a Complaint Officer or relevant service team.
- Support early resolution to prevent escalation.
- Responsible for the input and maintenance of complaints into database system and generating data from the systems when requested.
- Assess, monitor, and accurately record all complaints received, ensuring that investigation/response deadlines are set.
- Communicate with staff to gain information for complaint investigation and coordinate internal complaint investigations to ensure completion in a timely manner.
- Assist with Housing Ombudsman complaints, managing the planner and allocation of enquiries from the Housing Ombudsman.

**Skills and Experience Required**
- Previous administration experience is required.
- Great attention to detail
- Able to work in fast paced environments.
- Excellent communication skills (written & verbal)

**Benefits**
- A fantastic pension
- Life assurance
- Great holidays
- An award-winning flexible benefits package.
- Volunteering days

Diversity and inclusion are integral to the Hyde Group, we strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we’re committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.

Hyde is a disability confident employer and we are here to support you with any reasonable adjustments that you need throughout the recruitment process.