Job Description

Housing Complaints Administrator

Fully remote

37.5 hours per week

3 month contract, potential for extension

£13.45 per hour plus holiday pay

We are currently recruiting for a Housing Complaints Administrator, working from home, for an initial 3 month contract, for one of our key Social Housing clients

As a Housing Complaints Administrator, you will be responsible for speaking to customers who want to make a complaint and supporting the team with administrative tasks

You will gather relevant information about the nature of the complaint, logging all information correctly and passing on information to the Complaints Officers. The role ensures that customers are contacted in a timely manner and that their concerns are resolved in a way that restores confidence and improves satisfaction

Key Duties will include:

• Support the Resolution Team to manage and respond to customer complaints in a timely, effective and empathetic way – aiming to resolve issues at the earliest opportunity.
• Speak to customers wishing to make a complaint with the aim of understanding concerns and where possible resolving issues.
• Take the details of complaints and logging them in line with Complaints Team processes, this will include acknowledging complaints.
• Gather information and evidence to support Caseworkers in complaint investigations and Housing Ombudsman cases.
• Work in accordance with internal policies and the Housing Ombudsman Complaint Handling Code.
• Use the compensation policy to make sound judgements about compensation awarded.
• Maintain accurate records of complaints, resolutions, and customer interactions.
• Support the Complaints Team in monitoring commitments and administratively closing complaints once actions have been completed.
• Communicate clearly and professionally with customers, acting as a role model in delivering a customer-focused service.

Experience / Knowledge required:

• Experience in customer service or complaints in the social housing sector.
• An awareness of the Complaint Handling Code.
• Ability to work with contractors to secure timely and effective resolutions.
• Ability to work collaboratively with colleagues to prioritise complaints within their own caseload and act as a champion for early resolution.
• Good communication and interpersonal skills.
• Ability to manage sensitive and challenging situations with professionalism.
• Good organisational and administrative skills.
• Commitment to equality, diversity, and inclusion.
• IT literacy and familiarity with case management systems.

If you are interested in the Housing Complaints Administrator role, please contact specialist Social Housing Recruiter, Mark Grove, on 0117 923 9100 or apply via this site.