Complaints Administrator

Do you want to be part of an organisation where you can have real input and, who values what you do? We are looking for someone to be part of the Remedials team, who is passionate, committed and driven to succeed.

Join an award-winning, well-established service company based in Leyland. Their mission is to protect consumers, support its national network of installers and raise industry standards.

Main responsibilities

Due to continued growth, we are looking for the right person to join the Remedial team of the business. As a Complaints Administrator, you will be responsible for:

• Formulating and formatting essential information to track cases, utilising advanced Excel skills

• Establish contact with new cases within 5 days, actioning the different stages of progression in a timely manner

• Create accurate case files ensuring documents received correspond — monitoring and recording all progression and ensuring all consumers are updated regularly

• Applying critical thinking to all work, accounting for the nuances of each case.

• Ensure work arranged with approved contractors is in line with best practice value for money

• Take customer payments ensuring that records correspond

• Liaise with customers to explain the process and updates via different mediums, this may involve some soft conciliation

• Ensure all records are up to date on various platforms within the business

• Attend meetings to discuss live and/or new cases

• Update OneNote with business information

• Collect and manipulate data for managerial reporting

Main Qualities of ideal Candidate

• Advanced Excel — With the ability to manipulate and interrogate data

• Organisational Skills — Someone who can prioritise and manage their workload in a timely manner

• The ability to easily establish rapport with customers to aid in the resolution of remedial cases

• Well developed cross-functional collaboration skills — to work effectively within and across different established teams

• Strong communication skills — highly developed written and verbal communication with the ability to objectively stay focused and on track

• Developed administrative skills

• Out-of-the-box thinking — adapt and react to different situations, finding innovative solutions

• Fast learner — able to absorb new information quickly.

The Values

Respect: We respect each other, our differences and our contributions.

Integrity: Having integrity helps to create an inner circle of trust and respect and enables everybody to work together efficiently and collaboratively.

Teamwork: All working together to support each other and achieve our business goals.

Communication: the words we choose, the manner in which we deliver them, open and honest communication with positivity means we can do and achieve everything we set out to.

We Adopt the following throughout all of our business dealings.

1. We must treat all people (including customers, colleagues, suppliers, and the wider stakeholder community) with respect all at times.

1. We will not accept rude behaviour from customers, employees, suppliers, and stakeholders at any time.

1. We will only employ, and continue to employ, employees and engage with suppliers who display openly the personal characteristics of humility, honesty, enthusiasm, respect, positivity and a 'can do’ attitude.

1. We will seek opportunities (at least annually) to identify employee training needs (and wants) and wherever possible and practicable, provide time and resource to accommodate these needs (and wants).

1. We shall be very careful in our recruitment and maintenance of 'customers’ (customers here being defined as 'any body corporate or otherwise paying regular fees to the company’) to ensure, wherever possible, that these customers share these 'values’.

1. We shall, at all times and in all decision making, try to ensure the best possible outcomes for our clients and consumers in every action we take.

The Offer:

• £24000 - £28000

• Hybrid working (to be discussed after probationary period)

• 33 days leave plus a day off on your birthday

• Generous staff bonus package

• Company pension

• Death in service

• Medicash plan

• Free on-site secure parking