Complaints Administrator

Complaints Administrator

Chichester

Salary: £20,185- £25,520

Closing date: 22nd June 2022

Interviews: 30th June and 1st July 2022

We’re looking to recruit a Complaints Administrator to join our Customer Experience team at our Chichester office. We are looking for individuals who are passionate about helping customers and want to improve the service we deliver. It is a pivotal role and is fundamental in helping maintain our performance and helping our customers.

We offer fantastic career development opportunity as the successful candidates will get to work across a full range of service areas within Hyde.

The Hyde Group’s vision is to provide a great home for everyone. Our values guide the way we operate as a business: we’re customer driven, inclusive, collaborative and innovative.

In this role, you’ll assist in the effective and timely coordination, management and monitoring of all complaints, Housing Ombudsman and Elected Representative cases requiring investigation and response. You’ll also support the Customer Experience Manager and Complaints Managers with the processing of complaints, ensuring Hyde’s customers are kept informed and engagement is regular and consistent throughout the customer’s complaint journey.

Duties of a Complaints Administrator:

• Provide an excellent administrative service for the Complaints Team ensuring all correspondence is handled in a proactive and responsive manner.
• Answer and respond to incoming calls and emails from customers/contractors and external agencies using strong verbal and written communication. General tasks include:
• Dealing with email enquiries.
• Providing administrative support to Senior Management. Demonstrate proficient use of MS Office packages including Excel, Word and PowerPoint and specifically the CRM (Customer Relationship Management) systems to manage, maintain utilise relevant customer information in an accurate and efficient manner.
• Accurately update system records in a timely manner and produce concise and grammatically correct system notes and emails, following company guidelines on written material.
• Work in collaboration with the Complaints Team to manage complaints, ensure efficiency and continuously improve the standard of service delivered to all residents.
• Provide a customer focused front-line service on behalf of Complaints Team to residents and manage the CRM system NED complaint queue to ensure that cases are responded to and closed in a consistent and timely way.
• Act as a point of contact for the team ensuring any requests, queries and problems are resolved in manner that improves overall customer satisfaction/ experience.

Experience & Skills

• Excellent communication and listening skills (tolerance and empathy, attentiveness, use of positive language and ability to build relationship)
• Be able to adapt quickly and efficiently to change and work in a high powered environment.
• Need to be motivated and have good organisational skills and be able to work independently and as part of a team
• Must have customer facing experience and excellent administrative skills

We offer a great flexible benefits package, a 35-hour working week, a fantastic pension scheme and the opportunity to work for an organisation whose social purpose is to help provide people with a home.

Diversity and inclusion are integral to the Hyde Group as a social business, and critical in delivering our vision of a great home for everyone. We strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we’re committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.