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- Tasks: Manage complaints and provide admin support in a fast-paced public sector environment.
- Company: Join a reputable Government Public service department focused on quality and engagement.
- Benefits: Enjoy mainly remote work with potential for extension after three months.
- Why this job: Gain valuable experience in customer service while making a positive impact in the community.
- Qualifications: Previous complaints handling and administrative experience required; strong communication skills essential.
- Other info: Opportunity to work closely with a dynamic team and develop your professional skills.
I am working exclusively with a Government Public service department who are looking to recruit an Administrator into their Quality, Engagement and Development team on a three-month basis with potential extension. They are looking for someone who can pick up systems quickly and has some complaints experience. This role is mainly remote.
The (QED) Administrator will report to the Customer Insight Manager (CIM) and work alongside several Service Complaints Investigators (SCIs) and Customer Insight Leads (CILs). The QED Administrator will process incoming documentation from residents or landlord members raising a complaint about the Service. This will be managed in line with the Customer Insight team strategy and service level agreements when assessing and triaging cases. This includes:
- Prioritising and responding to enquiries
- Logging of new service complaints
- Distributing cases to Service Complaint Investigators (SCIs)
Provide a comprehensive administration service to the QED Department, ensuring all administrative requirements are delivered to a high standard. Ensure the complaints email inbox is regularly checked and that queries are dealt with quickly and effectively, being passed to the appropriate QED colleague as required. Be responsible for maintaining and managing relevant records and documentation within the department. Be responsible for processing and logging key information relating to service complaints. Lead on providing information in response to Freedom of Information and Subject Access Requests within the department. Ensure strong and ongoing communication with internal and external stakeholders.
What you’ll need to succeed:
- Experience of providing administrative support in a fast-paced environment.
- Experience of working with complaints and with record-keeping systems.
- Experience of working within a busy and fast-paced public sector or other customer-facing environment.
- Strong administrative and organisational skills with excellent attention to detail.
- Excellent communication and interpersonal skills.
- Ability to use your own initiative to solve problems and work under pressure with conflicting demands.
- Understanding of, and ability to maintain, confidentiality at all times.
- Good listening skills, with the ability to effectively summarise and play back key points following conversations.
- Ability to prioritise effectively.
- Commitment to providing great customer service.
- Proficient in the use of the Microsoft Office suite and ability to pick up systems quickly.
What you’ll get in return:
The opportunity to work with a well-recognised public services department for a minimum of three months with the opportunity to work mainly remotely.
What you need to do now:
If you’re interested in this role, click 'apply now' to forward an up-to-date copy of your CV. If you have not been contacted, please assume you have not been successful.
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Administrator
✨Tip Number 1
Familiarise yourself with the public sector's approach to complaints handling. Understanding the specific regulations and frameworks they operate under will give you an edge in discussions during interviews.
✨Tip Number 2
Highlight your experience with record-keeping systems. Be prepared to discuss specific tools or software you've used in the past, as this role requires quick adaptation to new systems.
✨Tip Number 3
Demonstrate your organisational skills by preparing examples of how you've effectively managed multiple tasks or priorities in a fast-paced environment. This will show your ability to thrive under pressure.
✨Tip Number 4
Practice your communication skills, especially summarising key points from conversations. Being able to convey information clearly and concisely is crucial for this role, so consider mock interviews to refine this skill.
We think you need these skills to ace Complaints Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in complaints handling and administrative support. Use specific examples that demonstrate your ability to manage records and respond to enquiries effectively.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your organisational skills, attention to detail, and experience in a fast-paced environment, particularly within the public sector.
Highlight Relevant Skills: In your application, clearly outline your proficiency with Microsoft Office and any other systems you have used. Mention your ability to maintain confidentiality and your commitment to excellent customer service.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This can help keep your application top of mind for the hiring team.
How to prepare for a job interview at Hays
✨Showcase Your Complaints Experience
Make sure to highlight any previous experience you have in handling complaints. Be ready to discuss specific situations where you successfully resolved issues, as this will demonstrate your capability to manage similar challenges in the new role.
✨Familiarise Yourself with Relevant Systems
Since the role requires quick adaptation to new systems, take some time before the interview to research common complaint management systems used in public sector roles. This will show your proactive approach and readiness to hit the ground running.
✨Emphasise Your Communication Skills
Given the importance of communication in this role, prepare examples that showcase your excellent interpersonal skills. Think about times when you effectively communicated with stakeholders or resolved conflicts through clear dialogue.
✨Demonstrate Your Organisational Skills
Be prepared to discuss how you manage your workload and prioritise tasks, especially in a fast-paced environment. Share specific strategies you use to stay organised and ensure that all administrative requirements are met efficiently.
