Job Title: Customer Relations Administrator
Salary: £26,958.75 per annum
Hours: 37
Type: 3 Month FTC (Potential for Perm)
Location: Eastleigh, SO50
Start Date: ASAP
The client's Customer Relations Team is dedicated to resolving customer complaints both orally and in writing in a timely manner. The Team is also responsible for identifying and addressing issues that could affect other customers. Customer Relations Administrators support the team by managing the customer-facing inbox, logging, triaging, and allocating cases, preparing information to support complaint investigations, and completing other administrative tasks as required.
Key Duties and Responsibilities:
- Manage the Customer Relations and Customer Engagement Inbox, ensuring accurate triage of inbound contact and assessing risk within the specified service level agreement.
- Effectively handle contact from internal and external stakeholders (Housing Ombudsman, MPs/Cllrs, Citizens Advice Bureau, Local Government Agencies, etc.), ensuring timely responses.
- Process BAC's payments promptly in line with Audit requirements.
- Respond to service inquiries from customers by phone as needed.
- Maintain and update the Customer Relations Team spreadsheets and trackers, ensuring accuracy for Stage 2 and Housing Ombudsman Complaints.
- Perform general system administration, including triaging, logging, and closing complaints, and maintain good quality data on the client's systems.
- Support Stage 2 complaint administration, including collating customer panel bundles and attending meetings to produce detailed and accurate minutes.
- Collate information to support Housing Ombudsman Investigations and respond to Housing Ombudsman Enquiries.
- Collate information to support Data Protection, Legal, and Insurance Team requests.
- Support the wider Customer Relations Team in other administrative activities as required.
- Conduct customer satisfaction surveys by text and phone following completion of Stage 1 and Stage 2 of the client's complaint process.
If you require any additional information regarding the position, please call David at Service Care Solutions on or send an E-Mail to