Complaints Administrator

About the RoleWe are looking for a proactive and customer-focused Customer Service Complaints Administrator and Call Handler to join our team. This role is for about 6 months however could be extended for the right candidate. This is a hybrid role offering flexibility.This role is key in ensuring that all customer enquiries and complaints are handled efficiently, professionally, and in line with company policies and regulatory requirements.You will act as the first point of contact for customers, mainly managing supporting the administration of complaint cases from initial contact through to resolution but with some telephone calls.Key ResponsibilitiesLog, investigate, and manage customer complaints in accordance with company proceduresMaintain accurate records of all communications and case updatesLiaise with internal departments to resolve customer issues effectivelyEnsure complaints are acknowledged and responded to within agreed timescalesProvide clear and concise written and verbal responses to customersEscalate complex or high-risk complaints where necessaryMonitor complaint trends and support continuous improvement initiativesDeliver excellent customer service at all timesHandle inbound customer calls in a professional and empathetic mannerSkills and Experience RequiredPrevious experience in a customer service, complaints handling, or housing environmentStrong communication skills (both written and verbal)Ability to remain calm, patient, and professional in ..... full job details .....