Complaints Administrator (Temporary)

Adecco Portugal; City Of London; Remote; GBP 19,000 - 21,000; Full time

Job summary

Adecco Group UK & Ireland is seeking a highly organised Complaints Administrator to join our remote team, with occasional visits to the Victoria office. This temporary role focuses on inbox management, case coordination and high confidentiality.

Responsibilities include triaging complaints, logging records, coordinating hearings, drafting notices and ensuring SLAs are met. Strong written and verbal communication, discretion and IT proficiency are essential.

Qualifications

• Experience handling high-volume inboxes and case coordination.
• Ability to triage, prioritise and communicate in a remote environment.
• Strong discretion and handling confidential information.

Responsibilities

• Manage a high-volume inbox, responding to and triaging incoming complaints.
• Log and maintain accurate records of cases in line with internal processes.
• Coordinate and schedule case meetings and hearings.
• Set up and organise panels to review cases.
• Draft and issue standard correspondence, including suspension/expulsion notices (templates provided).
• Provide case updates where appropriate, maintaining clear and professional communication.
• Support the tracking and progression of cases, ensuring deadlines and SLAs are met.
• Conduct basic information gathering to assist with case updates.
• Work collaboratively with the wider team while managing tasks independently.
• Maintain strict confidentiality and handle all information sensitively.

Skills

Inbox management

Administrative experience

Organisational skills

Communication skills

Emotional intelligence

Discretion / confidentiality

Remote work capability

Google Workspace

Zoom

Tools

Google Workspace

Zoom

Job description

Job Title: Complaints Administrator

Location: Remote Working (Office based in Victoria, visits may be required on occasion)

Pay Rate: 14.50- 15 per hour

Type: Temporary

Duration: 2-3 months (potential to extend)

Start Date: ASAP

Working Hours: Monday to Friday, 9:00am - 5:00pm

Overview

We are seeking a highly organised and professional Complaints Administrator to support a busy team. This role is heavily focused on inbox management, case coordination, and administrative support within a structured and process-driven environment. You will be handling highly confidential and sensitive information, so discretion, emotional intelligence, and professionalism are essential at all times. This role is best suited to a strong administrator who can triage, prioritise, and communicate effectively, particularly in a remote working environment.

Key Responsibilities

• Manage a high-volume inbox, responding to and triaging incoming complaints
• Log and maintain accurate records of cases in line with internal processes
• Coordinate and schedule case meetings and hearings
• Set up and organise panels to review cases
• Draft and issue standard correspondence, including suspension/expulsion notices (templates provided)
• Provide case updates where appropriate, maintaining clear and professional communication
• Support the tracking and progression of cases, ensuring deadlines and SLAs are met
• Conduct basic information gathering to assist with case updates
• Work collaboratively with the wider team while managing tasks independently
• Maintain strict confidentiality and handle all information sensitively

Skills & Experience Required

• Administrative experience with strong attention to detail
• Strong organisational skills with the ability to prioritise and manage workload effectively
• Confident managing shared inboxes
• Excellent written and verbal communication skills
• High level of emotional intelligence and professionalism
• Ability to remain impartial and handle sensitive subject matter appropriately
• Comfortable working remotely with minimal supervision
• Strong IT skills, including Google Workspace (G Suite) and Zoom
• Previous complaints handling experience is advantageous but not essential

Personal Attributes

• Discreet and trustworthy
• Calm, empathetic, and resilient
• Proactive and self-motivated
• Clear-thinking and process-driven
• Friendly and approachable, with strong team collaboration skills

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.