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Job Title: Complaints Administrator Locations: Ealing Office Start Date: ASAP Salary: £17.49 Umbrella p/h Hours: Part time (21 - 25 Hours a week) Our client are looking for a Complaints Administrator to assist in the effective and timely coordination, management and monitoring of all complaints, Housing Ombudsman and Elected Representative cases requiring investigation and response. Job role - Administer new complaints received centrally (via post, email, executive or senior leader escalations, telephone calls or from external bodies). Ensure all customer contact is acknowledged and contacting the customer and assigning for investigation to a Complaint Officer or relevant service team. Answer calls from those wishing to make a complaint, many of whom may be dissatisfied with aspects of the service provided; offer suitable reassurance, support, and information on making a complaint. Support early resolution to prevent escalation. Responsible for the input and maintenance of complaints into database system and generating data from the systems when requested. Manage tasks to allocate online complaints received. Assess, monitor and accurately record all complaints received, ensuring that investigation/response deadlines are set. Request regular updates from operational teams &contractors where required and in support of the Complaints Officers. Candidate profile - Ability to communicate clearly and empathetically with customers to understand their complaints and provide appropriate responses. Skill in resolving customer issues and conflicts in a professional and satisfactory manner Capability to prioritise and handle multiple complaints efficiently, meeting deadlines and maintaining a structured workflow. Capacity to analyse complaints, identify root causes, and propose solutions to prevent future occurrences. Skill in finding innovative and customer-centric solutions to address various types of complaints. If you require any additional information regarding the position, please call Arran at Service Care Solutions on or send an E-Mail to
Job Title: Complaint Investigator Location: Ealing Contract Type: Temporary Ongoing Salary: £21.65 Umbrella p/h Our client is seeking a Complaints Investigator to join their team. The successful candidate will be responsible for investigating and resolving all stages of complaints in a fair and impartial manner. Key Responsibilities: Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer. Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage. Acknowledge and resolve complaints by project managing high quality responses. Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress. Prepare comprehensive papers for stage 2 reviews using a pro-active approach, attending panel review meetings when necessary and providing expert guidance around the complaint details to aid swift resolution. Provide high level written responses in line with the understanding of a regulatory approach to complaint handling. Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers. Work with customers, customer representatives and other partners to manage and improve our external profile and reputation for excellent complaint management and learning. Requirements: Previous experience in a similar role is essential. Excellent communication and interpersonal skills. Strong analytical and problem-solving skills. Good knowledge of regulatory requirements and complaint handling procedures. Experience in using CRM systems. Good organisational and time-management skills. Ability to work independently and as part of a team. If you are interested in the position and wants to hear more information regarding the role please give me a call on or alternatively email Arran at