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About the Role
Job Title: Complaints Administrator
Contract: Temporary to Permanent
Location: Croydon, CR0 4WQ
Salary: £16.21ph umbrella rate
Hours: Monday to Friday, 8:00am – 5:00pm
We are seeking a professional and customer-focused Complaints Administrator to join our team on a temporary to permanent basis.
This role will support the Complaints Lead and wider Customer Service team by managing and resolving customer complaints and queries, primarily via email and phone. You will aim for first-call resolution wherever possible, ensuring residents receive clear, timely, and empathetic communication. More complex cases will be escalated appropriately to ensure fair and efficient outcomes.
Key Responsibilities
- Act as the first point of contact for residents raising complaints or service concerns.
- Handle incoming complaints via phone and email, aiming to resolve issues at first contact wherever possible.
- Record and log all complaints accurately within internal systems, ensuring updates and resolutions are tracked.
- Communicate clearly and empathetically with residents throughout the process, keeping them informed of progress.
- Escalate complex or unresolved complaints to the Complaints Lead or relevant teams for further investigation.
- Liaise with internal teams and contractors to gather information and support complaint resolution.
- Assist with preparing reports, summaries, and updates on complaint trends and outcomes.
- Contribute to a positive team culture focused on delivering excellent customer service and continuous improvement.
About You
- Experience in a customer service, complaints handling, or administrative role within the housing, repairs, or property maintenance sector.
- Excellent communication and listening skills, with the ability to remain calm and professional under pressure.
- Strong organisational skills with attention to detail and accuracy.
- Confident in handling difficult conversations with empathy and professionalism.
- Proficient with Microsoft Office and CRM or case management systems.
- Team player who can support colleagues and contribute to a positive working environment.
