Complaints Administrator

This Complaints Administrator post sits within the Complaints Team at Hyde Group, which handles customer complaints. The work centres on logging, responding to and tracking complaints within regulatory and policy timescales, and on handing compensation payments through the Income team. The role is distinct for its heavy telephone workload alongside shared mailboxes and stakeholder data, with hybrid working on offer.

• Receive, document and respond to complaints in line with regulatory requirements and policies
• Coordinate, manage and monitor complaints so each case meets required timescales
• Support early resolution to prevent complaints escalating
• Manage and prioritise a busy caseload, including high volumes of telephone contact
• Answer complaint calls, acknowledge all customer contact and assign cases to a Complaints Officer or relevant service team
• Manage compensation for customers, monitor their responses, accept compensation and process payments via the Income team
• Manage shared mailboxes so enquiries are answered promptly and accurately
• Maintain and manage stakeholder data so it stays accurate and up to date
• Handle inbound and outbound calls in a professional and helpful manner

• Excellent verbal and written communication
• Managing shared mailboxes to respond promptly and accurately
• Maintaining accurate, up-to-date stakeholder data
• Confident handling of inbound and outbound calls
• Accurate processing of compensation payments to agreed procedures

• Volunteering days off
• Hybrid working options
• Pension
• Life insurance
• Flexible benefits platform
• Shopping discounts