Complaints Administrator

Your new company
I am working exclusively with a Government Public service department who are looking to recruit an Administrator into their Quality, Engagement and Development team on a three-month basis with potential extension. They are looking for someone who can pick up systems quickly and with some complaints experience. This role is mainly remote.

Your new role

The (QED) Administrator will report to the Customer Insight Manager (CIM) and work alongside several Service Complaints Investigators (SCIs) and Customer Insight Leads (CILs). The QED Administrator will process incoming documentation from residents or landlord members raising a complaint about the Service. This will be managed in line with the Customer Insight team strategy and service level agreements when assessing and triaging cases. This includes prioritising and responding to enquiries, logging of new service complaints, and distributing cases to Service Complaint Investigators (SCIs).

• Provide a comprehensive administration service to the QED Department, ensuring all administrative requirements are delivered to a high standard
• Ensure the complaints email inbox is regularly checked and that queries are dealt with quickly and effectively, being passed to the appropriate QED colleague as required
• Be responsible for maintaining and managing relevant records and documentation within the department
• Be responsible for processing and logging key information relating to service complaints
• Lead on providing information in response to Freedom of Information and Subject Access Requests within the department.
• Ensure strong and ongoing communication with internal and external stakeholders.

What you'll need to succeed

• Experience of providing administrative support in a fast-paced environment.
• Experience of working with complaints and with record-keeping systems.
• Experience of working within a busy and fast-paced public sector or other customer-facing environment.
• Strong administrative and organisational skills with excellent attention to detail.
• Excellent communication and interpersonal skills.
• Ability to use your own initiative to solve problems and work under pressure with conflicting demands.
• Understanding of, and ability to maintain, confidentiality at all times.
• Good listening skills, with the ability to effectively summarise and play back key points following conversations.
• Ability to prioritise effectively.
• Commitment to providing great customer service.
• Proficient in the use of the Microsoft Office suite and ability to pick up systems quickly.

What you'll get in return
The opportunity to work with a well-recognised public services department for a minimum of three months with the opportunity to work mainly remotely.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV. If you have not been contacted, please assume you have not been successful.