Empathetic Complaints Coordinator – Social Housing

WATES; Walton-on-Thames; On-site; GBP 22,000 - 30,000; Full time

Job summary

Wates is seeking an organised Complaints Administrator in Walton on Thames to manage the end-to-end complaints process, ensuring fair handling within policy and regulatory standards. You will be the key contact for residents, recording issues accurately and guiding them through investigations.

The role requires strong written and verbal communication, attention to detail, and proficiency with IT systems and Microsoft Office.

Qualifications

• Experience in complaints, administrative, or customer service roles.
• Ability to follow policy, document accurately and communicate clearly.
• Attention to detail and organised, able to manage multiple cases.

Responsibilities

• Log, track, and administer resident complaints from receipt to resolution.
• Be the main contact for residents with professional, empathetic communication.
• Draft responses in line with policy and regulatory standards.
• Maintain detailed records using internal systems.
• Coordinate with internal teams and stakeholders to investigate issues.
• Monitor deadlines and ensure timely progress and closure.

Skills

Complaints handling

Administrative skills

Customer service

IT systems

Microsoft Office

Tools

Microsoft Office

Job description

Wates is seeking an organised Complaints Administrator in Walton on Thames to manage the end-to-end complaints process, ensuring fair handling within policy and regulatory standards. You will be the key contact for residents, recording issues accurately and guiding them through investigations.

The role requires strong written and verbal communication, attention to detail, and proficiency with IT systems and Microsoft Office.