Complaints Resolution Specialist (Hybrid)

The Hyde Group; Chichester; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Volunteering days off

Hybrid work options

Pension

Life insurance

Flexible benefits platform

Shopping discounts

Job summary

The Hyde Group, based in Chichester, is seeking a Complaints Administrator to support a proactive, responsive complaints service. You will coordinate, manage and monitor cases to ensure timely, professional handling within required timescales.

You will handle early resolution, document and respond to complaints, manage a busy caseload including high-volume calls, and assist with compensation payments through the Income team. This hybrid role supports inclusive customer service within Hyde.

Qualifications

• Excellent communication both verbal and written.
• Effectively manage shared mailboxes and respond promptly.
• Maintain and manage stakeholder data, ensuring information is accurate.
• Confidently handle inbound and outbound calls, providing a professional service.
• Accurately process compensation payments in line with procedures.

Responsibilities

• Support early resolution to prevent escalation.
• Receive, document, and respond to complaints according to regulatory requirements and policies.
• Manage and prioritise a busy caseload which includes a high volume of telephone contact, case management and flexibility around priorities.
• Responsible for the management of compensation for Hyde's customers, monitor responses received from customers, accept compensation and process the payment via the Income team.
• Answer calls from those wishing to make a complaint and ensuring all customer contact is acknowledged and assigning for investigation to a Complaints Officer or relevant service team.

Skills

Communication skills

Mailbox management

Data management

Call handling

Compensation processing

Job description

The Hyde Group, based in Chichester, is seeking a Complaints Administrator to support a proactive, responsive complaints service. You will coordinate, manage and monitor cases to ensure timely, professional handling within required timescales.

You will handle early resolution, document and respond to complaints, manage a busy caseload including high-volume calls, and assist with compensation payments through the Income team. This hybrid role supports inclusive customer service within Hyde.