Complaints Administator

Role overview

Location and working pattern

• The role is based in the Telford office five days a week initially, for up to six months of training.
• After training, the stated pattern is three days in the office and two days working from home.

Salary and benefits

• Salary starts from £24,492, depending on experience, plus a bonus.
• Benefits include private medical cover, 38 days annual leave, pension, life assurance, career breaks, income protection and volunteering days.

Key responsibilities

• Provide administrative support and manage complaint mailboxes, correspondence, records and customer communications.
• Answer calls and routine enquiries, and accurately maintain complaint records and management information.
• Support complaint handlers with information gathering, documentation and administrative tasks.
• Coordinate with internal teams and third parties to progress cases; identify and refer potential complaints appropriately.
• Follow processes and timescales, raise improvement opportunities and provide general support to managers and the team.

What the employer is looking for

• Previous financial-services administration or customer-service experience, including managing customer information, correspondence or records.
• Complaints-environment experience supporting the handling, recording and progression of cases.
• Experience responding to customer enquiries by telephone and in writing, managing competing priorities and meeting deadlines.
• Experience maintaining accurate case records and updating systems, with strong attention to detail.
• Good working knowledge of Microsoft 365, including Outlook, Word, Excel and Teams.
• Experience working across teams or with third parties to progress queries or cases.

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