Administrator (Complaints)

NIFHA; Belfast City District; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Pension contribution 15.5%

28 days annual leave + 12 holidays

Private Medical Insurance

Health Cashback Plan

Flexi time

Hybrid working

24/7 Counselling Service

Well-being initiatives

Job summary

Woven Housing Association Ltd invites applications for an Administrator (Complaints) at Woven, Belfast. The role provides essential administrative support to the Homes, Communities and Customer team and helps manage the complaints process to ensure timely progress and compliance with policy.

The post offers hybrid working (3 days in the office; 2 days at home), a generous benefits package, and a collaborative environment focused on housing and community impact.

Qualifications

• Experience providing administrative support to an internal team.
• Ability to record, acknowledge, and monitor complaints per policy.

Responsibilities

• Liaise with teams across Woven to progress complaints promptly.
• Maintain accurate complaint records and support performance reporting.
• Identify themes and support service improvement learning.

Skills

Administrative support

Record keeping

Stakeholder liaison

Data reporting

Job description

Administrator (Complaints) Woven

• Closing Date: 23 November 2026
• Location: Laganwood House, Belfast
• Contract: Permanent
• Job Ref: J512

Who's there?

Your new job opportunity at Woven….

Hello, we are Woven and our dedication and focus on homes, livesandcommunities is evident in everything we do – in the service we deliver to our tenants, service users and the communities in which we serve.

We're passionate about the work we do, the difference we make within the communities in which we work and the potential impact we can make on society. We are always looking for people who share that passion and who want to make a meaningful difference. A career in social housing can, at times, be a challenging one but the rewards outweigh any difficulties and challenges along the way. Every department and every team member has the potential to make a real difference.

We're currently looking for someone to provide administrative support to the Homes, Communities and Customer team and provide an effective and efficient administrative service for our complaints process, ensuring complaints are accurately recorded, acknowledged, allocated and monitored in accordance with our Complaints Policy and required timescales. The role requires liaison with teams across Woven to support the timely progression of complaints, maintain accurate complaint records and assist with performance reporting, identification of complaint themes and service improvement learning.

As well as the salary noted above, we also offer a competitive benefits package which includes:

• Generous employer pension contribution of 15.5% for 2026-27. Salaries are reviewed annually and increased in accordance with Woven's Remuneration Policy.
• Up to 28 days annual leave with 12 customary holidays per annum.
• Private Medical Insurance
• Health Cashback Plan
• Flexi time
• Hybrid working (3 days office; 2 days at home)
• 24/7 Counselling Service
• And a range of access to other excellent health and well-being initiatives including work life balance and family friendly policies.

If this sounds like a place you would like to work, for full details of the job requirements, our rewards and values.

Woven Housing Association Ltd is an equal opportunities employer.

• Laganwood House, Newforge Lane, Belfast BT9 5NW