Complaints Administrator

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 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
• 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 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
• Experience of writing complaint
• Gather, analyse information and produce performance
• Excellent verbal and written communication