• Full Time
  • Anywhere

You will assist in the effective and timely coordination, management and monitoring of all complaints, Housing Ombudsman and elected representative cases.

Duties of a Complaints Administrator:

  • Provide an excellent administrative service for the Complaints team ensuring all correspondence is handled in a proactive and responsive manner.
  • Answer and respond to incoming calls and emails from customers/contractors and external agencies using strong verbal and written communication. General tasks include:
  • Answering incoming calls; taking messages and re-directing calls as required.
  • Dealing with email enquiries.
  • Providing administrative support to senior management.
  • Demonstrate proficient use of MS Office packages including Excel, Word and PowerPoint and specifically the CRM systems to manage, maintain utilise relevant customer information in an accurate and efficient manner.
  • Accurately update system records in a timely manner.
  • Work in collaboration with the Complaints team to manage complaints, ensure efficiency and continuously improve the standard of service delivered to all residents.
  • Provide a customer focused front-line service on behalf of Complaints team to residents and manage the CRM system NED complaint queue to ensure that cases are responded to and closed in a consistent and timely way
  • Experience and skills:

  • Excellent communication and listening skills, tolerance and empathy, attentiveness, use of positive language and ability to build relationship.
  • Be able to adapt quickly and efficiently to change and work in a high powered environment.
  • Need to be motivated and have good organisational skills and be able to work independently and as part of a team.
  • What we are looking for:

  • Looking for individuals who are passionate about helping customers and want to improve the service we deliver.
  • It is a pivotal role and is fundamental in helping maintain our performance and helping our customers.
  • We offer a , the ability to engage in flexible working, 26 days annual holiday and a 35 hour working week and the opportunity to work for an organisation whose social purpose is to help provide people with a home.

    Apply For This Job

    You can apply for this job externally via the button below.

    Apply for this job externally