Complaints Administrator

The Methodist Church in Britain; South Shields; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Volunteering days off

Hybrid working options

Pension

Life insurance

Flexible benefits platform

Shopping discounts

Job summary

Hyde Group is seeking a Complaints Administrator to join the Complaints Team. The role focuses on logging, responding to, and tracking customer complaints within regulatory timescales, with a heavy telephone workload and shared mailboxes. Hybrid working is on offer as part of the flexible working arrangements.

You will coordinate cases, support early resolution, manage a busy caseload, and handle compensation payments through the Income team while maintaining accurate stakeholder data.

Qualifications

• Experience logging, tracking and responding to complaints within regulatory requirements.
• Ability to manage high volumes of telephone contact and emails promptly.
• Experience coordinating compensation payments through relevant teams.
• Strong data accuracy and record keeping for stakeholders.

Responsibilities

• Receive, document and respond to complaints in line with policies.
• Coordinate and monitor complaints to meet timescales.
• Support early resolution to prevent escalations.
• Manage a busy caseload including many calls and emails.
• Process compensation payments via the Income team and monitor responses.
• Maintain shared mailboxes and keep stakeholder data up to date.

Skills

Excellent communication

Shared mailboxes

Stakeholder data management

Phone handling

Compensation payments processing

Job description

This Complaints Administrator post sits within the Complaints Team at Hyde Group, which handles customer complaints. The work centres on logging, responding to and tracking complaints within regulatory and policy timescales, and on handing compensation payments through the Income team. The role is distinct for its heavy telephone workload alongside shared mailboxes and stakeholder data, with hybrid working on offer.

What the job involves

• Receive, document and respond to complaints in line with regulatory requirements and policies
• Coordinate, manage and monitor complaints so each case meets required timescales
• Support early resolution to prevent complaints escalating
• Manage and prioritise a busy caseload, including high volumes of telephone contact
• Answer complaint calls, acknowledge all customer contact and assign cases to a Complaints Officer or relevant service team
• Manage compensation for customers, monitor their responses, accept compensation and process payments via the Income team
• Manage shared mailboxes so enquiries are answered promptly and accurately
• Maintain and manage stakeholder data so it stays accurate and up to date
• Handle inbound and outbound calls in a professional and helpful manner

Skills & knowledge

• Excellent verbal and written communication
• Managing shared mailboxes to respond promptly and accurately
• Maintaining accurate, up-to-date stakeholder data
• Confident handling of inbound and outbound calls
• Accurate processing of compensation payments to agreed procedures

What’s offered

• Volunteering days off
• Hybrid working options
• Pension
• Life insurance
• Flexible benefits platform
• Shopping discounts