Complaints Administrator

Confidential; Devon and Torbay; On-site; GBP 15,000 - 22,000; Part time

Benefits offered by this job

Salary £13.50/hour

Free on-site parking

Modern and smart offices

Friendly and supportive environment

Job summary

Red Recruitment is recruiting a temporary Complaints Administrator for a well-known organisation based at Peninsula Business Park in Exeter. You will review incoming complaints, assign cases to the appropriate teams, and provide administrative support throughout the complaint-handling process.

Office-based role requiring commuting to Peninsula Business Park. Benefits include on-site parking and a supportive team environment, with clear targets and a real opportunity to impact customer

Qualifications

• Previous complaints administration or complaint-handling experience is essential.
• Strong understanding of the complaints process.
• Previous experience working in customer service or administrative environment.
• Excellent written and verbal communication skills.
• Strong investigation and problem-solving abilities.
• Confidence managing difficult or sensitive conversations professionally.
• Good organisational skills and the ability to manage multiple tasks effectively.
• Excellent attention to detail and accurate record-keeping skills.
• Experience working towards targets and service-level agreements.
• Competence using Microsoft Office and customer management systems.
• A calm, empathetic and customer-focused approach.

Responsibilities

• Review customer complaints relating to water, wastewater, billing, service delivery and other customer issues.
• Identify the appropriate department for each complaint and assign cases to the correct queue.
• Support the management of complaint cases in line with company procedures and regulatory requirements.
• Communicate with customers by telephone, email and letter, keeping them informed throughout the complaint process.
• Identify opportunities for first-contact resolution wherever possible.
• Liaise with internal departments to gather information and support the resolution of customer concerns.
• Provide administrative support with compensation requests in accordance with company guidelines.
• Accurately recording complaint information and maintaining complete case records.
• Work towards agreed targets and service-level agreements.
• Identify trends and recurring issues and provide feedback to support service improvements.

Skills

Complaints handling

Customer service

Written & verbal communication

Organisational skills

Attention to detail

Problem solving

Investigation

Record-keeping

Targets & SLAs

Multitasking

Empathy

Tools

Microsoft Office

CRM systems

Job description

Complaints Administrator

Red Recruitment is recruiting temporary Complaint Administrators to join our client, a well-known organisation based at Peninsula Business Park in Exeter.

This is a fantastic opportunity for an experienced complaints or customer service professional to join a busy team and make a genuine difference to customers. You will review incoming complaints, ensure they are assigned to the appropriate teams and provide administrative support throughout the complaint-handling process.

Previous complaints administration or complaint-handling experience is essential.

This is an office-based position, so you must be able to commute reliably to Peninsula Business Park in Exeter.

Benefits and Package for a Complaints Administrator:

• Salary: 13.50 per hour
• Hours: Full-time, working between 8:00am and 6:00pm
• Shift Pattern: Monday to Saturday
• Contract Type: Temporary
• Start Date: ASAP
• Location: Peninsula Business Park, Exeter
• Free on-site parking
• Modern and smart offices
• Friendly and supportive working environment
• Opportunity to join a well-known organisation
• The chance to make a meaningful difference to customers and their experiences

Key Responsibilities of a Complaints Administrator:

• Reviewing customer complaints relating to water, wastewater, billing, service delivery and other customer issues
• Identifying the appropriate department for each complaint and assigning cases to the correct queue
• Supporting the management of complaint cases in line with company procedures and regulatory requirements
• Communicating with customers by telephone, email and letter, keeping them informed throughout the complaint process
• Identifying opportunities for first-contact resolution wherever possible
• Liaising with internal departments to gather information and support the resolution of customer concerns
• Providing administrative support with compensation requests in accordance with company guidelines
• Accurately recording complaint information and maintaining complete case records
• Working towards agreed targets and service-level agreements
• Identifying trends and recurring issues and providing feedback to support service improvements

Key Skills and Experience of a Complaints Administrator:

• Previous complaints administration or complaint-handling experience is essential
• A strong understanding of the complaints process
• Previous experience working within a customer service or administrative environment
• Excellent written and verbal communication skills
• Strong investigation and problem-solving abilities
• Confidence managing difficult or sensitive conversations professionally
• Good organisational skills and the ability to manage multiple tasks effectively
• Excellent attention to detail and accurate record-keeping skills
• Experience working towards targets and service-level agreements
• Competence using Microsoft Office and customer management systems
• A calm, empathetic and customer-focused approach