Complaints Administrator

Complaints Administrator, Customer Service, Eastleigh, £16/h

Your new role
The dedicated team is responsible for handling customer complaints, both verbal and written, in an efficient and timely manner. Team members support individuals throughout the complaints process, assess each case based on its unique circumstances, and determine appropriate outcomes. Additionally, the team plays a key role in identifying and communicating broader issues that may impact other customers.

Serve as the initial point of contact for customers entering the complaints process by acknowledging their concerns and setting clear expectations for next steps.

Investigate complaints thoroughly, evaluating each case on its individual merits to determine a fair and appropriate resolution.

Clearly communicate outcomes and findings to customers and stakeholders, presenting well-reasoned conclusions both verbally and in writing.

Collaborate with internal departments and external partners, including the Housing Ombudsperson, contractors, and local councillors, to support effective complaint resolution.

Provide constructive feedback to colleagues, managers, or teams where necessary to support continuous improvement.

Identify trends and root causes within systems, processes, policies, or training that may lead to complaints, and propose actionable improvements.

What you'll need to succeed

Strong written communication skills, with excellent attention to spelling, grammar, and punctuation, and the ability to convey messages clearly and concisely.

Proactive and confident in decision-making, demonstrating sound judgment while remaining fair and sensitive to individual circumstances.

Customer-focused approach, with a courteous and empathetic telephone manner.

Effective time management skills, with the ability to prioritise tasks and meet deadlines.

Previous experience in complaints handling or outbound customer engagement roles.

Proficient in Microsoft Office applications, including Outlook, Word, and Excel.

Skilled in analysing complex complaints and customer feedback, with the ability to present evidence-based conclusions.

Consistently demonstrate organisational values and behaviours in day-to-day work.

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, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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