Administrator

ExtraCare Charitable Trust; Coventry; Hybrid; GBP 15,000 - 18,000; Part time

Benefits offered by this job

25 days annual leave

Pension (up to 9%)

Buy and sell holiday

Life insurance

Cycle2work scheme

Attendance reward

On-site gym

Job summary

ExtraCare Charitable Trust is seeking an Administrator at our Head Office in Coventry to manage our complaints process efficiently and professionally. You will join a friendly team and help us continually improve the services we provide.

The ideal candidate will have experience in an administrative or customer service role, with training provided to develop into a Complaints Administrator. This permanent, part-time role offers 22.5 hours per week and a supportive environment.

Qualifications

• Experience working in an administrative or customer service role.
• High level of attention to detail.
• Ability to gather, analyse information and produce performance reports.
• Excellent verbal and written communication skills.

Responsibilities

• Monitor the corporate complaints inbox, record and triage complaints promptly.
• Liaise with Head Office and location colleagues to prioritise and assign complaints.
• Monitor complaints timescales to ensure responses align with the Complaints Policy.
• Escalate when responses risk missing timescales or when handling is sensitive.
• Maintain accurate records of complaints, their status and outcome.
• Provide accurate reporting and assist with analysis of complaint data.

Skills

Customer service

Administrative support

Attention to detail

Communication

Tools

Microsoft Office

Job description

ExtraCare Charitable Trust are looking for an Administrator!

Are you an experienced Customer Service or Office Administrator looking to develop your career with an award-winning, forward-thinking charity?

We have an exciting opportunity for an Administrator to join our friendly and supportive team based at our Head Office in Coventry. At the ExtraCare Charitable Trust, you'll play a vital role in ensuring our complaints process is managed efficiently and professionally, helping us continuously improve the services we provide.

The ideal candidate will have previous demonstrable experience within a similar role, be flexible, motivated and adaptable to change. We will offer coaching and training to develop you into an experienced Complaints Administrator. If this sounds like you, please read on for more details.

Key Duties:

• Monitor the corporate complaints inbox. Record and triage complaints consistently and promptly.
• Liaise with Head Office and location colleagues to ensure that complaints are appropriately prioritised / categorised, recorded, and assigned to an appropriate complaint handler who will lead the complaint review and respond to the complainant.
• Monitor complaints timescales to ensure responses are provided in line with the Complaints Policy.
• Escalate instances where responses are either going over timescale or where the complaint is sensitive and needs careful handling.
• Maintain accurate and complete records of complaints, including their status and outcome.
• Provide accurate, complete and timely complaints reporting as required and assist with the analysis of complaint response data.

About you:

• Experience working in an administrative or customer service role.
• High level of attention to detail.
• Ability to gather, analyse information and produce performance reports.
• Excellent verbal and written communication skills.

Desirable:

• Experience of administering complaints.
• Experience of proof-reading complaint responses.

Benefits of the role include;

• 25 days annual leave, plus bank holidays
• Contributory pension (up to 9%)
• Buy and sell holiday
• Free life insurance
• Cycle2work scheme
• Attendance reward
• Free use of on-site location gyms

Role Details

• Role: Administrator
• Hours: 22.5 hours per week
• Job type: Permanent/Part-time
• Salary: £16,500pa (pro-rata £27,500 FTE)

ExtraCare strives to create a workplace that fully reflects society. We want our staff to feel empowered to bring their full, authentic selves to work and be part of a safe and supportive community.

• Closing date:Tuesday 15th September2026
• Proposed Interview Date: Tuesday22nd September 2026

ExtraCare is committed to making our recruitment practices as fair and inclusive as possible for all. This includes making reasonable adjustments to support candidates throughout the recruitment process.

ExtraCare does not participate in the current "UK Visa Sponsorship" scheme, and we would not be able to facilitate sponsorship.