West End

020 7734 7341

Contact Us
background-image

Complaints Admin Support Officer – Temporary role

Complaints Admin Support Officer – Temporary role
£18ph
ASAP start

Duties;

• 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:

SF150920212

Contact Details:

Siobhan Flude
Specialist Charity Recruitment Consultant
Siobhan.Flude@mainecharity.co.uk

« Back to job listing

Related Articles