Complaints Officer

Niyaa People; Oadby; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

6-8 month contract

Competitive hourly rate (£20–£23 UmbJa

Job summary

Niyaa People is recruiting on behalf of a housing organisation for a Complaints Administrator to provide temporary support to the complaints and regulatory function. The role will involve managing the complaints inbox, handling Housing Ombudsman portal messages and ensuring information is recorded accurately.

Key duties include logging enquiries, coordinating with internal teams to meet deadlines, and maintaining records with confidentiality.

Qualifications

• Strong administration experience with excellent organisation and time management skills.
• Excellent attention to detail and the ability to manage competing priorities.
• Strong written and verbal communication skills.
• Proficient with IT systems and Microsoft Office.
• Ability to work accurately under pressure and to tight deadlines.
• Proactive, independent and able to work as part of a team.
• Experience working within housing, complaints or a regulated environment would be advantageous.
• Knowledge of Housing Ombudsman processes and regulatory relationships desirable.
• Customer-focused and able to handle sensitive information professionally.

Responsibilities

• Manage and monitor the complaints inbox, ensuring enquiries are accurately logged and directed to the appropriate teams.
• Administer and respond to Housing Ombudsman portal messages and correspondence.
• Support the collation and maintenance of complaint information and records.
• Ensure complaint and Ombudsman information is accurately recorded on relevant systems.
• Liaise with internal teams to obtain information and updates within required timescales.
• Monitor outstanding actions and follow up with colleagues to ensure deadlines are met.
• Provide general administrative support to the complaints function.
• Handle sensitive and confidential information appropriately.
• Support the team to maintain high standards of customer service and regulatory compliance.

Skills

Administration experience

Attention to detail

Written and verbal communication

IT skills / Microsoft Office

Time management

Proactive / independent

Housing/regulatory environment (adv.)

Customer service focus

Job description

We are recruiting on behalf of a housing organisation for a Complaints Administrator to provide temporary support to the complaints and regulatory function.

This is an excellent opportunity for an organised and detail-focused administrator to support the management of resident complaints and Housing Ombudsman correspondence. The role will primarily involve managing the complaints inbox, administering Housing Ombudsman portal messages and ensuring information is accurately recorded and directed to the appropriate teams.

Key Responsibilities:

• Manage and monitor the complaints inbox, ensuring enquiries are accurately logged and directed to the appropriate teams.
• Administer and respond to Housing Ombudsman portal messages and correspondence.
• Support the collation and maintenance of complaint information and records.
• Ensure complaint and Ombudsman information is accurately recorded on relevant systems.
• Liaise with internal teams to obtain information and updates within required timescales.
• Monitor outstanding actions and follow up with colleagues to ensure deadlines are met.
• Provide general administrative support to the complaints function.
• Handle sensitive and confidential information appropriately.
• Support the team to maintain high standards of customer service and regulatory compliance.

The successful Complaints Administrator will have:

• Strong administration experience with excellent organisation and time management skills.
• Excellent attention to detail and the ability to manage competing priorities.
• Strong written and verbal communication skills.
• Confidence using IT systems and Microsoft Office.
• The ability to work accurately under pressure and to tight deadlines.
• A proactive approach with the ability to work independently and as part of a team.
• Experience working within housing, complaints or a regulated environment would be a strong advantage.
• Knowledge or experience of Housing Ombudsman processes and regulatory relationships would be highly desirable.
• A customer-focused approach and the ability to handle sensitive information professionally.

Why Apply?

• £20-£23 per hour (umbrella)
• 6-8 month contract
• Hybrid working
• opportunity to gain valuable experience within a housing complaints and regulatory environment