Senior Admin/Liaison Assistant

Your New OrganisationThis regulatory organisation manages cases relating to concerns and complaints. Playing a vital role in providing clear guidance and maintaining high standards of communication throughout the complaint process.Your new roleRespond to customer complaints and concerns via telephone and in writing, including enquiry closures and post-closure communicationOrganise and facilitate provisional enquiry meetings with complainantsAnalyse and summarise complex case information accurately and effectivelyManage a caseload of liaison work, working collaboratively with colleagues across the organisationArrange, facilitate, and transcribe telephone complaints where requiredProvide clear explanations of processes and decisions to stakeholders during and after case closureApply safeguarding policies to protect vulnerable individualsWhat you''ll need to succeedProven experience handling complaints and providing advice via phone, email, and written correspondenceStrong understanding of working within policies, procedures, and service standards, including the Data Protection Act.Proficiency with IT systems, including MS Word, Excel, Outlook, and case management databasesExcellent communication skills, with the ability to convey complex or sensitive information clearly and appropriatelyStrong interpersonal skills, with the ability to build rapport and demonstrate empathy while maintaining professional boundariesExceptional written communication and drafting skills, with the ..... full job details .....