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Complaints Admin Support Officer – Temporary role

Complaints Admin Support Officer – Temporary role
ASAP start


• Administer the processing of complaints in accordance with organisations rules
• Deal with incoming correspondence within agreed timescales and scan documents onto the system as required.
• Undertake initial assessment of complaints and carry out initial fact finding within agreed timescales. Identify alternative sources of complaints resolution where appropriate.
• Write standard and non-standard letters to complainants, Members, legal representatives and other agencies as required
• Prepare documentation for consideration by the Disciplinary Panel and other Committees as required.
• Arrange Investigation and Appeal Committee meetings as required.
• Prepare and distribute hearing bundles and relevant documentation to all parties ensuring that the correct procedures and timelines are met.
• Ensure all parties remain updated on the status of complaints.
• Create and maintain accurate and up to date complaint files, both electronic and physical.
• Using internal systems (including Salesforce and Excel) run reports for reporting purposes as required including team dashboards for consideration by management and Committees.
• Ensure complaint bundles are accurately prepared, including appropriate redaction of personal /sensitive information where needed.
• Maintain accurate file and telephone notes.
• Record and maintain all actions taken to ensure that the audit trail is clear and up to date.

Experience required;
• Experience of working within a customer focussed/facing environment
• Able to communicate effectively with a range of stakeholders in writing and on the telephone
• Strong time management able to plan and prioritise own workload
• Close attention to detail to ensure decision makers take all aspects of a complaint into account
• Competent user of Microsoft Word, Excel, Outlook
• Able to use databases for inputting and extracting information

How To Apply

Job Reference:


Contact Details:

Siobhan Flude
Specialist Charity Recruitment Consultant

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