At a Glance
- Tasks: Manage and resolve resident complaints with empathy and efficiency.
- Company: Join a supportive team dedicated to social housing improvement.
- Benefits: Inclusive workplace, career growth, and commitment to diversity.
- Other info: Flexible environment with opportunities for personal and professional development.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Experience in complaints handling or customer service is a plus.
The predicted salary is between 20700 - 25300 £ per year.
Join Our Team as a Complaints Administrator
We're seeking an organised and empathetic Complaints Administrator to join our team based in Walton on Thames, supporting a social housing contract.
This role plays a key part in ensuring residents' complaints are handled fairly, efficiently, and in line with policy and regulatory standards.
As a Complaints Administrator, you'll be responsible for managing the end-to-end complaints process, acting as a key point of contact for residents and ensuring issues are fully investigated, accurately recorded, and resolved within agreed timescales.
Key Responsibilities
- Log, track, and administer resident complaints from receipt through to resolution.
- Act as a key point of contact for residents, providing clear, professional, and empathetic communication throughout the complaints process.
- Draft written responses to complaints in line with company policy, contractual requirements, and regulatory standards.
- Maintain accurate and detailed records of complaints, actions taken, and outcomes using internal systems.
- Liaise with internal departments, contractors, and stakeholders to investigate issues and gather information.
- Monitor response deadlines and ensure complaints are progressed and closed within agreed service levels.
- Support reporting on complaint volumes, themes, and trends to help drive service improvements.
- Ensure complaints handling complies with relevant policies and best practice.
About You
- Previous experience in a complaints, administrative, or customer service role, ideally within social housing, local authority, or property services.
- Strong written and verbal communication skills, with confidence handling sensitive or challenging situations.
- Excellent attention to detail and strong organisational skills.
- Ability to manage multiple cases, prioritise workloads, and meet deadlines.
- Competent in using IT systems, databases, and Microsoft Office applications.
We welcome applications from all backgrounds and assess any disclosed convictions on an individual basis.
We're committed to equality, diversity, and creating an inclusive and supportive workplace.
Our Commitments
WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds.
We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role.
Some roles may require additional checks, due to the nature of the work.
As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme.
Reasonable adjustments are available, please contact us at
Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage.
Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses.
Additionally, certain roles may be subject to additional pre‑employment checks.
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Complaints Administrator in Walton-on-Thames employer: WPS
WPS is an exceptional employer that prioritises the professional growth of its employees while fostering a collaborative and innovative work culture. As the Executive Risk & Assurance Lead, you will have the unique opportunity to influence strategic decisions at the Board level, supported by a commitment to employee development and a proactive approach to risk management. Located in a dynamic environment, WPS offers a range of benefits that enhance work-life balance and promote a strong sense of community among its staff.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Administrator in Walton-on-Thames
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WPS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WPS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Administrator in Walton-on-Thames
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WPS:Your cover letter is your chance to shine! Tell us why you want to work at WPS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WPS!
How to prepare for a job interview at WPS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
