At a Glance
- Tasks: Manage and resolve complaints to improve services at a leading charity.
- Company: Join ExtraCare Charitable Trust, an award-winning and forward-thinking charity.
- Benefits: Enjoy 25 days leave, pension contributions, gym access, and more!
- Other info: Flexible part-time role with a supportive and inclusive workplace.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in handling complaints and excellent communication skills.
The predicted salary is between 30888 - 30888 £ per year.
ExtraCare Charitable Trust are looking for a Complaints Administrator! Are you an experienced Complaints Administrator looking to develop your career with an award winning, forward-thinking charity? We have an exciting opportunity for a Complaints Administrator to join our team based at our Head Office in Coventry. At The ExtraCare Charitable Trust, you'll play a vital role in ensuring our complaints process is managed efficiently and professionally, helping us continuously improve the services we provide. The ideal candidate will have previous demonstrable experience within a similar role, be flexible, motivated and adaptable to change. If this sounds like you, please read on for more details!
Key Duties:
- Monitor the corporate complaints inbox.
- Record and triage complaints consistently and promptly.
- Ensure all such complaints are effectively prioritised, categorised and actioned.
- Manage the response for complaints which are directed to Head Office including allocating to appropriate management to lead the complaint review, and response.
- Liaise with location staff to ensure that location-level complaints are appropriately prioritised / categorised, recorded, and assigned to an appropriate member of staff for resolution.
- Monitor complaints timescales to ensure responses are provided in line with the Complaints Policy.
- Escalate instances where complaint responses are either going over timescale or where the complaint is sensitive and needs careful handling.
- Maintain accurate and complete records of complaints, including their status and outcome.
- Provide accurate, complete and timely complaints reporting as required and assist with the analysis of complaint response data.
About you:
- Experience of handling, investigating and documenting complaints.
- Experience of writing complaint responses.
- Gather, analyse information and produce performance reports.
- Excellent verbal and written communication skills.
Benefits of the role include:
- 25 days annual leave, plus bank holidays
- Contributory pension (up to 9%)
- Buy and sell holiday
- Free life insurance
- Cycle2work scheme
- Attendance reward
- Free use of on-site location gyms
Role Details:
- Hours: 22.5 hours per week (4.5 hours per day Mon-Fri)
- Job type: Permanent/Part-time
- Salary: £18,535pa (pro-rata £30,888 FTE)
ExtraCare strives to create a workplace that fully reflects society. We want our staff to feel empowered to bring their full, authentic selves to work and be part of a safe and supportive community. Do not miss out! Click ‘apply' now to make an invaluable impact to the lives of our residents as our new Complaints Administrator.
Closing date: Friday 12th June 2026
Proposed Interview Date: Week commencing Monday 15th June 2026
ExtraCare is committed to making our recruitment practices as fair and inclusive as possible for all. This includes making reasonable adjustments to support candidates throughout the recruitment process.
Complaints Administrator in Coventry employer: The Extracare Charitable Trust t/a Extracare Ltd
ExtraCare Charitable Trust is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where your contributions truly matter. Located in Coventry, our Head Office provides a collaborative environment with generous benefits such as 25 days of annual leave, a contributory pension scheme, and free access to on-site gyms, ensuring a healthy work-life balance. Join us to make a meaningful impact in the lives of our residents while developing your career within an award-winning charity.
Contact Details:
The Extracare Charitable Trust t/a Extracare Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Administrator in Coventry
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Complaints Administrator role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews! Research ExtraCare Charitable Trust and understand their values and mission. Tailor your answers to show how your experience aligns with their goals, especially in managing complaints effectively.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating your experience in handling complaints and how you've improved processes in previous roles. Confidence is key!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the ExtraCare team. Go for it!
We think you need these skills to ace Complaints Administrator in Coventry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience as a Complaints Administrator. Use keywords from the job description to show that you understand what we're looking for!
Showcase Your Skills:Don’t just list your previous roles; explain how your skills in handling complaints and writing responses have made a difference in your past jobs. We want to see how you can bring that expertise to our team!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. This will help us see your communication skills right from the start!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at The Extracare Charitable Trust t/a Extracare Ltd
✨Know Your Complaints Process
Familiarise yourself with the complaints process at ExtraCare Charitable Trust. Understand how they categorise and prioritise complaints, as well as their response timescales. This will show that you're proactive and genuinely interested in the role.
✨Showcase Your Communication Skills
Prepare to demonstrate your excellent verbal and written communication skills. Bring examples of past complaint responses you've written, highlighting how you effectively resolved issues. This will help illustrate your experience and ability to handle sensitive situations.
✨Be Ready to Discuss Adaptability
ExtraCare values flexibility and adaptability. Think of specific instances where you've had to adjust your approach in a previous role. Be ready to share these examples to show that you can thrive in a dynamic environment.
✨Prepare Questions for Them
Have a few thoughtful questions ready to ask during the interview. This could be about their approach to continuous improvement or how they support staff in managing complaints. It shows your enthusiasm and helps you gauge if the organisation is the right fit for you.
