Complaints Administrator (Temporary)

Confidential; Greater London; Remote; GBP 19,000 - 21,000; Full time

Job summary

Adecco is seeking a highly organised Complaints Administrator to support a busy team in a remote-working role with occasional visits to Victoria. The position focuses on inbox management, case coordination, and handling highly confidential information in a structured environment.

Working Monday to Friday, 9:00am–5:00pm, you will triage, log, and progress cases, set up hearings, and draft notices. Experience in administration and strong IT skills are essential.

Qualifications

• Administrative experience with strong attention to detail is preferred.
• Excellent written and verbal communication skills.
• Ability to stay impartial and handle sensitive information.
• Comfortable working remotely with minimal supervision.
• Strong IT skills, including Google Workspace and Zoom.

Responsibilities

• Manage a high-volume inbox, triaging and responding to incoming complaints.
• Log and maintain accurate case records in line with internal processes.
• Coordinate and schedule case meetings and hearings.
• Set up panels to review cases and draft standard correspondence.
• Provide case updates and maintain clear, professional communication.
• Monitor deadlines and SLAs, supporting case progression.
• Gather information to assist with case updates.
• Collaborate with the wider team while working independently.

Skills

Inbox management

Organisational skills

Communication skills

Emotional intelligence

Remote work

Team collaboration

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.