Resident Complaints Specialist

WPS; Walton-on-Thames; On-site; GBP 23,000 - 32,000; Full time

Job summary

WPS is seeking a proactive Complaints Administrator to join the Walton-on-Thames team. You will manage the end-to-end complaints process, acting as the primary contact for residents and ensuring issues are investigated, recorded, and resolved within agreed timescales.

The role requires experience in complaints or customer service, strong communication, and excellent attention to detail. You will work closely with internal teams and stakeholders to support improvements and compliance with policy

Qualifications

• Experience in complaints, admin, or customer service roles.
• Strong written and verbal communication skills.
• Attention to detail and organisational abilities.
• Ability to manage multiple cases and deadlines.
• Proficiency with IT systems and MS Office.

Responsibilities

• Log, track, and administer resident complaints from receipt through to resolution.
• Draft written responses to complaints in line with policy and standards.
• Maintain accurate records of complaints, actions, and outcomes.
• Liaise with internal departments, contractors, and stakeholders to investigate issues.
• Monitor deadlines and ensure complaints are progressed within service levels.
• Support reporting on complaint volumes, themes and trends.

Skills

Complaint handling

Customer service

Organisational skills

IT systems

Microsoft Office

Tools

CRM systems

Job description

WPS is seeking a proactive Complaints Administrator to join the Walton-on-Thames team. You will manage the end-to-end complaints process, acting as the primary contact for residents and ensuring issues are investigated, recorded, and resolved within agreed timescales.

The role requires experience in complaints or customer service, strong communication, and excellent attention to detail. You will work closely with internal teams and stakeholders to support improvements and compliance with policy