Job Title: Complaints Administrator
Location: Remote Working (Office based in Victoria, visits may be required on occasion)
Pay Rate: £14.50-£15 per hour
Type: Temporary
Duration: 2-3 months (potential to extend)
Start Date: ASAP
Working Hours: Monday to Friday, 9:00am - 5:00pm
Overview
We are seeking a highly organised and professional Complaints Administrator to support a busy team. This role is heavily focused on inbox management, case coordination, and administrative support within a structured and process-driven environment. You will be handling highly confidential and sensitive information, so discretion, emotional intelligence, and professionalism are essential at all times. This role is best suited to a strong administrator who can triage, prioritise, and communicate effectively, particularly in a remote working environment.
Key Responsibilities
Manage a high-volume inbox, responding to and triaging incoming complaints
Log and maintain accurate records of cases in line with internal processes
Coordinate and schedule case meetings and hearings
Set up and organise panels to review cases
Draft and issue standard correspondence, including suspension/expulsion notices (templates provided)
Provide case updates where appropriate, maintaining clear and professional communication
Support the tracking and progression of cases, ensuring deadlines and SLAs are met
Conduct basic information gathering to assist with case updates
Work collaboratively with the wider team while managing tasks independently
Maintain strict confidentiality and handle all information sensitively
Skills & Experience Required
Administrative experience with strong attention to detail
Strong organisational skills with the ability to prioritise and manage workload effectively
Confident managing shared inboxes
Excellent written and verbal communication skills
High level of emotional intelligence and professionalism
Ability to remain impartial and handle sensitive subject matter appropriately
Comfortable working remotely with minimal supervision
Strong IT skills, including Google Workspace (G Suite) and Zoom
Previous complaints handling experience is advantageous but not essential
Personal Attributes
Discreet and trustworthy
Calm, empathetic, and resilient
Proactive and self-motivated
Clear-thinking and process-driven
Friendly and approachable, with strong team collaboration skills
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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