Complaints Administrator

Confidential; Devon and Torbay; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

Free on-site parking

Modern and smart offices

Friendly and supportive working环境

Opportunity to join a well-known organ

Job summary

Red Recruitment is recruiting a Complaints Administrator for a well-known organisation at Peninsula Business Park in Exeter. The role involves reviewing complaints, routing to the right teams and providing admin support through the process.

Essential experience in complaints handling or customer service, with strong communication and meticulous record-keeping. Office-based role requiring reliable commute to Exeter.

Qualifications

• Experience in complaints administration or complaint-handling is essential.
• Experience in customer service or administrative environment.
• Ability to commute to Peninsula Business Park in Exeter.

Responsibilities

• 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

Skills

Complaint handling

Customer service

Investigation

Record-keeping

Microsoft Office

Communication

Organisation

Attention to detail

Multitasking

Empathy

Tools

Microsoft Office

CRM system

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