Customer Complaints Assistant in Northallerton

Customer Complaints Assistant Customer Complaints Assistant
Northallerton
£27,533.36 | Full-time (37 hours) | Permanent
The Role
Were looking for a Customer Complaints Assistant to join our Customer Engagement and Insight Team and provide vital administrative support across our complaints service.
This is an excellent opportunity for someone with strong administration skills who enjoys working in a customer-focused role. You'll help ensure complaints, compensation claims and Housing Ombudsman investigations are accurately recorded, tracked and progressed in line with Broadacres' complaints process. You'll work closely with Customer Complaints Officers and the Customer Engagement & Insight Manager to maintain high standards of complaint handling and customer communication.
This is a varied role where you'll support customers and colleagues, manage case records, coordinate information, monitor deadlines and help identify themes and learning opportunities that improve services for our customers.
Key Responsibilities
Provide administrative support for complaints, compensation claims and Housing Ombudsman investigations
Maintain accurate complaint records, case notes and documentation within the case management system
Support customer communication by sending acknowledgements, updates and requested information
Monitor complaint deadlines, actions and milestones, escalating risks where required
Gather information and coordinate updates from customers and colleagues to support complaint investigations
Assist with preparing correspondence, template letters and draft responses using plain English
Collate complaints data, customer feedback and outcomes to support reporting and service improvement
Help identify trends, themes and learning opportunities from complaints and customer feedback
About You
Experience in an administrative role, ideally within a complaints, customer service or regulated environment
Excellent organisational skills with the ability to manage multiple tasks and deadlines
Strong written and verbal communication skills
Ability to build positive working relationships with colleagues and customers
High levels of accuracy and attention to detail
Professional, empathetic and customer-focused approach
Ability to handle confidential information appropriately
Essential Qualifications & Experience
Good standard of education, including English and Maths, or equivalent relevant experience
Demonstrable experience in complaints administration or another regulated administrative environment
Proficiency in Microsoft Office applications
Understanding of confidentiality, data protection and accurate record keeping
Desirable
Experience working within complaints, housing, customer experience or a regulated service environment
Experience of Salesforce or similar case management systems
Customer service, business administration or housing-related qualification
What We Offer
Generous holiday allowance with the option to buy additional leave, alongside a pension scheme with life cover
Flexible and supportive working within a collaborative and customer-focused team
Access to our BroadRewards platform, offering schemes such as Cycle to Work and Smart Tech
A strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health services
Everyday financial and lifestyle support, including eye care and flu vouchers, savings and low-cost loan options, payroll giving to charities, and access to money advice services
Why Broadacres?
At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.
Our Organisation
Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: 'to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres home.
Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We may be interviewing as applications come in, so apply early to avoid disappointment.

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