Complaints Officer

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

Benefits offered by this job

Hybrid working

Job summary

Niyaa People Ltd. is recruiting a Complaints Administrator on behalf of a housing organisation in the UK to provide temporary support to the complaints and regulatory function.

The role focuses on managing the complaints inbox, Housing Ombudsman portal messages, and recording information accurately. You will liaise with internal teams, handle sensitive data, and help maintain high standards of customer service and regulatory compliance.

Qualifications

• Strong administration background with accurate record-keeping.
• Excellent attention to detail and ability to manage priorities.
• Clear written and verbal communication across teams.
• Proactive, able to work independently and in a team.
• Experience with housing, complaints or regulated environments is advantageous.

Responsibilities

• Manage and monitor the complaints inbox, logging enquiries accurately.
• Administer Housing Ombudsman portal messages and correspondence.
• Collate and maintain complaint information and records.
• Ensure information is recorded on relevant systems and updated timely.
• Liaise with internal teams for required information within deadlines.
• Maintain high standards of customer service and regulatory compliance.

Skills

Administration experience

Attention to detail

Communication skills

Time management

Regulatory environment

Customer service

Tools

Microsoft Office

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