Complaints Administrator

Complaints Administrator, Customer Service, Eastleigh, £16/h Your new role The dedicated team is responsible for handling customer complaints, both verbal and written, in an efficient and timely manner. Team members support individuals throughout the complaints process, assess each case based on its unique circumstances, and determine appropriate outcomes. Additionally, the team plays a key role in identifying and communicating broader issues that may impact other customers. Serve as the initial point of contact for customers entering the complaints process by acknowledging their concerns and setting clear expectations for next steps.Investigate complaints thoroughly, evaluating each case on its individual merits to determine a fair and appropriate resolution.Clearly communicate outcomes and findings to customers and stakeholders, presenting well-reasoned conclusions both verbally and in writing.Collaborate with internal departments and external partners, including the Housing Ombudsperson, contractors, and local councillors, to support effective complaint resolution.Provide constructive feedback to colleagues, managers, or teams where necessary to support continuous improvement.Identify trends and root causes within systems, processes, policies, or training that may lead to complaints, and propose actionable improvements.What you''ll need to succeed Strong written communication skills, with excellent attention to spelling, grammar, and punctuation, and the ability to ..... full job details .....