Complaints Administrator

The AA; Cheadle Hulme; Hybrid; GBP 15,000 - 25,000; Full time

Benefits offered by this job

25 days annual leave

Employee discounts

Job summary

The AA is seeking a Customer Solutions Complaints Administrator in a hybrid role based in Cheadle. You will create complaints, manage workflows, and ensure timely, regulatory-compliant processing while supporting colleagues to deliver excellent customer service.

Responsibilities include recording complaints, liaising with stakeholders, prioritising tasks, and acting as a subject matter expert on customer dissatisfaction. You will handle DSAR/GDPR requests and contribute to continuous improvement.

Qualifications

• Strong written and verbal communication skills.
• Excellent attention to detail, with the ability to accurately review and process information.
• Strong organisational skills, with the ability to prioritise and manage a varied workload.
• Ability to make sound decisions and solve problems using the information available.
• A proactive approach, taking ownership of your work and working independently when required.
• Resilient and able to remain calm, empathetic and professional when dealing with sensitive or challenging customer situations.
• Comfortable working collaboratively with colleagues and stakeholders to achieve the best outcomes for customers.
• Ability to manage multiple tasks while maintaining a high level of accuracy and quality.

Responsibilities

• Create complaints received directly from customers, partners, or internal business areas, ensuring all complaints are accurately recorded in line with FCA DISP rules.
• Liaise with internal and external stakeholders to ensure complaints are captured accurately and progressed within required timescales.
• Manage your own workload effectively, maintaining compliance with regulatory deadlines.
• Act as a subject matter expert for customer dissatisfaction, providing guidance, support, and sharing best practice with operational teams.
• Triage complaints submitted by other business areas, ensuring information is accurate, complete, and ready for investigation.
• Process DSAR and GDPR requests, supporting the timely delivery of information to customers.

Skills

Communication

Attention to detail

Organisational skills

Problem solving

Proactive

Resilience

Team collaboration

Multitasking

Job description

Job Title: Customer Solutions Complaints Administrator

Location: Cheadle (Hybrid)

Salary: Up to £25k

Contract: Full time, 36.25 hours, Permanent

Hours: Monday-Friday, 9am-4:45pm

Our Customer Solution Administrators are an integral part of the AA’s evolution utilising data and innovation to ensure we provide a first-class level of service to our customers.

You will be responsible for the creation of complaints, overall administration of the workflow of complaints and suggesting business improvements to improve the customer journey, while adhering to regulatory guidelines and timescales. As some emails you deal with could be more complex or involve distressed customers, we like to ensure that there is a strong focus on teamwork, with everyone there to back each other through any difficult situations

We are the engine that keeps Britain moving,

What will I be doing?

• Create complaints received directly from customers, partners, or internal business areas, ensuring all complaints are accurately recorded in line with FCA DISP rules.
• Liaise with internal and external stakeholders to ensure complaints are captured accurately and progressed within required timescales.
• Manage your own workload effectively, maintaining compliance with regulatory deadlines.
• Act as a subject matter expert for customer dissatisfaction, providing guidance, support, and sharing best practice with operational teams.
• Triage complaints submitted by other business areas, ensuring information is accurate, complete, and ready for investigation.
• Process DSAR and GDPR requests, supporting the timely delivery of information to customers.

What do I need?

Essential

• Strong written and verbal communication skills.
• Excellent attention to detail, with the ability to accurately review and process information.
• Strong organisational skills, with the ability to prioritise and manage a varied workload.
• Ability to make sound decisions and solve problems using the information available.
• A proactive approach, taking ownership of your work and working independently when required.
• Resilient and able to remain calm, empathetic and professional when dealing with sensitive or challenging customer situations.
• Comfortable working collaboratively with colleagues and stakeholders to achieve the best outcomes for customers.
• Ability to manage multiple tasks while maintaining a high level of accuracy and quality.

Desirable

• Previous administrative experience, ideally within a complaints or customer service environment.
• Experience working within a regulated environment, or an understanding of FCA DISP rules or similar regulatory requirements.
• Knowledge of GDPR and Data Subject Access Requests (DSARs).

Additional information

Here’s What We Offer You

• The opportunity to join and learn within a team that’s as driven as they are supportive
• 25 days annual leave
• Free breakdown membershipfor you and the family
• Employee discount schemethat gives you access to great discounts on healthcare, shopping, holidays and more
• Discounts on AA productsincluding car and home insurance
• Access to employee inclusivity awareness networks
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
• Worksavepensionscheme with up to7% employer contribution

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications,