Complaints Administrator

Wates Group; Walton-on-Thames; On-site; GBP 21,000 - 26,000; Full time

Job summary

Wates Group in Walton on Thames is seeking a proactive Complaints Administrator to manage the end-to-end complaints process for a social housing contract. You will log, track, and resolve complaints, acting as a first point of contact with residents and ensuring timely investigations and accurate records.

The role requires strong written and verbal communication, excellent attention to detail, and ability to handle sensitive situations with empathy.

Qualifications

• Proven ability to communicate clearly in writing and verbally.
• Strong attention to detail and excellent organisational skills.
• Experience using IT systems, databases, and Microsoft Office applications.

Responsibilities

• Log, track, and administer resident complaints from receipt through to resolution.
• Act as a key point of contact for residents with clear, professional communication.
• Draft written responses to complaints in line with policy and regulatory standards.
• Maintain accurate records of complaints, actions, and outcomes in internal systems.
• Liaise with internal departments, contractors and stakeholders to investigate issues.
• Monitor deadlines and progress complaints within service levels.
• Support reporting on complaint volumes, themes and trends for service improvements.
• Ensure complaints handling complies with policies and best practice.

Skills

Communication skills

Attention to detail

Organization

IT skills

Tools

Microsoft Office

Databases

Job description

Join Our Team as a Complaints Administrator

Location: Walton on Thames

We're seeking an organised and empathetic Complaints Administrator to join our team based in Walton on Thames, supporting a social housing contract. This role plays a key part in ensuring residents' complaints are handled fairly, efficiently, and in line with policy and regulatory standards. As a Complaints Administrator, you'll be responsible for managing the end-to-end complaints process, acting as a key point of contact for residents and ensuring issues are fully investigated, accurately recorded, and resolved within agreed timescales.

Key Responsibilities

• Log, track, and administer resident complaints from receipt through to resolution.


• Act as a key point of contact for residents, providing clear, professional, and empathetic communication throughout the complaints process.


• Draft written responses to complaints in line with company policy, contractual requirements, and regulatory standards.


• Maintain accurate and detailed records of complaints, actions taken, and outcomes using internal systems.


• Liaise with internal departments, contractors, and stakeholders to investigate issues and gather information.


• Monitor response deadlines and ensure complaints are progressed and closed within agreed service levels.


• Support reporting on complaint volumes, themes, and trends to help drive service improvements.


• Ensure complaints handling complies with relevant policies and best practice.

About You

• Previous experience in a complaints, administrative, or customer service role, ideally within social housing, local authority, or property services.


• Strong written and verbal communication skills, with confidence handling sensitive or challenging situations.


• Excellent attention to detail and strong organisational skills.


• Ability to manage multiple cases, prioritise workloads, and meet deadlines.


• Competent in using IT systems, databases, and Microsoft Office applications.

We welcome applications from all backgrounds and assess any disclosed convictions on an individual basis. We're committed to equality, diversity, and creating an inclusive and supportive workplace.

Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

Our Commitments WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]