Complaints Officer Apprentice

Bidvane; Greater London; Hybrid; GBP 15,000 - 19,000; Full time

Benefits offered by this job

Excellent pension scheme

Generous holiday allowance

Life assurance

Award-winning flexible benefits平台

Job summary

The Methodist Church in Britain is offering an 18 to 19 month apprenticeship in Hyde's Complaints team. You will support how customer complaints and enquiries are administered, gather evidence for investigations, and keep customers updated on their cases.

Hybrid working options are available, ideal for someone keen on learning new systems and completing the programme. The role involves coordinating complaints, collecting case information, maintaining records, drafting plain-English

Qualifications

• Clear written and verbal communication in a professional and sensitive manner.
• Strong organisational skills and attention to detail.
• Genuine interest in customer service and achieving positive outcomes.
• Positive, collaborative approach and ability to build working relationships.
• Willingness to learn new systems.

Responsibilities

• Support administration and coordination of customer complaints, enquiries and service requests.
• Gather correspondence, case information and supporting evidence for investigations.
• Maintain accurate case records and monitor response times.
• Prepare draft customer correspondence and case summaries in plain English.
• Collaborate with Hyde teams to identify recurring themes and support service improvements.

Tools

Microsoft Office

Job description

This is an 18 to 19 month apprenticeship in Hyde's Complaints team, working towards a Level 3 Customer Service Specialist Apprenticeship alongside experienced colleagues. The work centres on supporting how customer complaints and enquiries are administered, gathering evidence for investigations and keeping customers updated on their cases. Hybrid working options are available, and the role suits someone with a genuine interest in customer service who is willing to learn new systems and complete the programme.

What the job involves

• Support the administration and coordination of customer complaints, enquiries and service requests
• Gather correspondence, case information and supporting evidence for complaint investigations
• Maintain accurate case records, monitor response timescales and progress outstanding actions
• Prepare draft customer correspondence and case summaries in plain English
• Work with teams across Hyde to obtain updates, identify recurring complaint themes and support service improvements

Skills & knowledge

• Clear written and verbal communication skills, communicating professionally and sensitively
• Good organisational skills and attention to detail
• Basic Microsoft Office skills
• Genuine interest in customer service and achieving positive customer outcomes
• Positive, collaborative approach and ability to build working relationships
• Willingness to learn new systems

Other

• Commitment to completing the apprenticeship programme

What’s offered

• Excellent pension scheme
• Generous holiday allowance
• Life assurance
• Award-winning flexible benefits platform
• Support for learning and career development
• Hybrid working options