Complaints Administrator

The Hyde Group; Greater London; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Volunteering days off

Hybrid working options

Pension

Life insurance

Flexible benefits platform

Shopping discounts

Job summary

The Hyde Group is seeking a Complaints Administrator to enhance their complaints service. You will be crucial in coordinating, managing, and monitoring complaints while ensuring efficiency and professionalism.

Your responsibilities will include supporting early resolutions, managing caseloads with significant phone contact, and processing compensation payments. The role offers hybrid working options and great benefits, fostering an inclusive workplace environment.

Qualifications

• Excellent verbal and written communication skills.
• Ability to manage shared mailboxes accurately.
• Confidence in handling customer calls professionally.
• Experience in processing compensation payments.

Responsibilities

• Support early resolution to prevent escalation.
• Receive, document, and respond to complaints appropriately.
• Manage a busy caseload with high phone contact.
• Process compensation payments following procedures.

Skills

Excellent communication

Inbound and outbound calls

Stakeholder data management

Compensation processing

Job description

Complaints Administrator

Location : London Bridge

Salary : £28,000

Hyde is looking for a Complaints Administrator.

You ll play an important role in helping Hyde deliver a positive and responsive complaints service. Working closely with the Complaints Team to coordinate, manage and monitor complaints, ensuring each case is handled efficiently, professionally and within the required timescales.

Responsibilities

• Support early resolution to prevent escalation.
• Receive, document, and respond to complaints according to regulatory requirements and policies.
• Manage and prioritise a busy caseload which includes a high volume of telephone contact, case management and demonstrating flexibility around priorities.
• Responsible for the management of compensation for Hyde s customers, monitor responses received from customers, accept compensation and process the payment via the Income team.
• Answer calls from those wishing to make a complaint and ensuring all customer contact is acknowledged and contacting the customer and assigning for investigation to a Complaints Officer or relevant service team.

Essential Qualifications and Skills

• Excellent communication both verbal and written
• Effectively manage shared mailboxes, ensuring enquiries are responded to promptly and accurately.
• Maintain and manage stakeholder data, ensuring information is accurate and up to date.
• Confidently handle inbound and outbound calls, providing a professional and helpful service
• Accurately process compensation payments in line with agreed procedures

Benefits

• Volunteering days off
• Hybrid working options available
• A fantastic pension
• Life insurance
• Award-winning flexible benefits platform
• Shopping discounts

Equity, diversity and inclusion are central to life at Hyde. We re committed to creating a truly inclusive workplace where everyone feels respected, valued and able to be themselves. Our aim is to have a workforce that reflects the diversity of the customers and communities we serve. By fostering an environment where all voices are heard and valued, we can better understand the needs of our communities and deliver services that are fair, accessible and impactful.

Hyde is a disability confident employer, and we are here to support you with any reasonable adjustments that you need throughout the recruitment process. We reserve the right to close this advert as soon as a suitable candidate has been identified.