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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: Experience in administration and complaints handling is essential; strong communication skills required.
- 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 with 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, and 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.
Complaints Administrator employer: Hays
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 can 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 conversations. Being able to clearly articulate key points will be crucial in this role, so consider role-playing scenarios with a friend or family member.
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.
Showcase Communication Skills: In your application, provide examples of how you've successfully communicated with stakeholders in previous roles. Highlight your ability to summarise conversations and maintain confidentiality.
Highlight Technical Proficiency: Mention your proficiency in Microsoft Office and any other relevant systems you have used. If you have experience with record-keeping systems, be sure to include that as well.
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.
✨Demonstrate Strong Organisational Skills
Since the role requires excellent administrative skills, prepare examples that showcase your ability to stay organised and manage multiple tasks effectively. Discuss how you prioritise your workload and ensure that all documentation is handled accurately.
✨Communicate Clearly and Confidently
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. Be prepared to answer questions about how you would handle communication with both internal and external stakeholders.
✨Familiarise Yourself with Relevant Systems
Research any record-keeping systems or software that may be used in the role. If possible, mention your proficiency with similar tools or your ability to quickly learn new systems, as this will show your adaptability and readiness for the position.
