Complaints Administrator

Complaints Administrator

Red Recruitment is recruiting temporary Complaint Administrators to join our client, a well-known organisation based at Peninsula Business Park in Exeter.

This is a fantastic opportunity for an experienced complaints or customer service professional to join a busy team and make a genuine difference to customers. You will review incoming complaints, ensure they are assigned to the appropriate teams and provide administrative support throughout the complaint-handling process.

This is an office-based position, so you must be able to commute reliably to Peninsula Business Park in Exeter.

• Salary: £13.00-£15.00 per hour
• Hours:
  
  Full-time, working between 8:00am and 6:00pm
• Shift Pattern:
  Monday to Saturday
• Contract Type:
  Temporary
• Start Date:
  
  ASAP
• Location:
  
  Peninsula Business Park, Exeter
• Free on-site parking
• Modern and smart offices
• Friendly and supportive working environment
• Opportunity to join a well-known organisation
• The chance to make a meaningful difference to customers and their experiences

• Reviewing customer complaints relating to water, wastewater, billing, service delivery and other customer issues
• Identifying the appropriate department for each complaint and assigning cases to the correct queue
• Supporting the management of complaint cases in line with company procedures and regulatory requirements
• Communicating with customers by telephone, email and letter, keeping them informed throughout the complaint process
• Identifying opportunities for first-contact resolution wherever possible
• Liaising with internal departments to gather information and support the resolution of customer concerns
• Providing administrative support with compensation requests in accordance with company guidelines
• Accurately recording complaint information and maintaining complete case records
• Working towards agreed targets and service-level agreements
• Identifying trends and recurring issues and providing feedback to support service improvements

• Previous complaints administration or complaint-handling experience is essential
• A strong understanding of the complaints process
• Previous experience working within a customer service or administrative environment
• Excellent written and verbal communication skills
• Strong investigation and problem-solving abilities
• Confidence managing difficult or sensitive conversations professionally
• Good organisational skills and the ability to manage multiple tasks effectively
• Excellent attention to detail and accurate record-keeping skills
• Experience working towards targets and service-level agreements
• Competence using Microsoft Office and customer management systems
• A calm, empathetic and customer-focused approach