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We are looking for a dedicated Complaints Administrator to join a dynamic team, supporting the resolution of customer complaints while coordinating repairs and service responses. This role combines strong administrative support with planning and case management responsibilities.

The successful candidate will have excellent attention to detail, the ability to manage multiple priorities, and strong communication skills to engage with internal teams, contractors, and residents effectively.

We’re especially interested in someone who thrives in a busy environment and has experience working in a fast-moving role with lots to do. A background in social housing and property repairs is a definite plus.

Key Responsibilities:

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Manage and resolve customer complaints efficiently

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Draft clear, professional written responses to formal complaints

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Monitor complaint timelines and update stakeholders regularly

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Liaise with contractors and internal teams to coordinate repairs

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Provide data and insights to support service improvement

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Maintain accurate records on internal systems (CRM, Evolution)

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Support Housing Ombudsman-related casework

Ideal Candidate Will Have:

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Strong administrative and planning experience

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Experience in complaints handling and formal response writing

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Familiarity with housing, repairs, and maintenance processes

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Excellent organisational and time management skills

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A customer-focused and solution-driven mindset

This is a fantastic opportunity to make an impact in a role where no two days are the same.

Please note: This role is full-time in the office