Customer Complaints Assistant

Customer Complaints Assistant Customer Complaints AssistantNorthallerton£27,533.36 | Full-time (37 hours) | PermanentThe RoleWere looking for a Customer Complaints Assistant to join our Customer Engagement and Insight Team and provide vital administrative support across our complaints service.This is an excellent opportunity for someone with strong administration skills who enjoys working in a customer-focused role. You'll help ensure complaints, compensation claims and Housing Ombudsman investigations are accurately recorded, tracked and progressed in line with Broadacres' complaints process. You'll work closely with Customer Complaints Officers and the Customer Engagement & Insight Manager to maintain high standards of complaint handling and customer communication.This is a varied role where you'll support customers and colleagues, manage case records, coordinate information, monitor deadlines and help identify themes and learning opportunities that improve services for our customers.Key ResponsibilitiesProvide administrative support for complaints, compensation claims and Housing Ombudsman investigationsMaintain accurate complaint records, case notes and documentation within the case management systemSupport customer communication by sending acknowledgements, updates and requested informationMonitor complaint deadlines, actions and milestones, escalating risks where requiredGather information and coordinate updates from customers and colleagues to support complaint investigationsAssist with preparing correspondence, template letters and draft responses using plain EnglishCollate complaints data, customer feedback and outcomes to support reporting and service improvementHelp identify trends, themes and learning opportunities from complaints and customer feedbackAbout YouExperience in an administrative role, ideally within a complaints, customer service or regulated environmentExcellent organisational skills with the ability to manage multiple tasks and deadlinesStrong written and verbal communication skillsAbility to build positive working relationships with colleagues and customersHigh levels of accuracy and attention to detailProfessional, empathetic and customer-focused approachAbility to handle confidential information appropriatelyEssential Qualifications & ExperienceGood standard of education, including English and Maths, or equivalent relevant experienceDemonstrable experience in complaints administration or another regulated administrative environmentProficiency in Microsoft Office applicationsUnderstanding of confidentiality, data protection and accurate record keepingDesirableExperience working within complaints, housing, customer experience or a regulated service environmentExperience of Salesforce or similar case management systemsCustomer service, business administration or housing-related qualificationWhat We OfferGenerous holiday allowance with the option to buy additional leave, alongside a pension scheme with life coverFlexible and supportive working within a collaborative and customer-focused teamAccess to our BroadRewards platform, offering schemes such as Cycle to Work and Smart TechA strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health servicesEveryday financial and lifestyle support, including eye care and flu vouchers, savings and low-cost loan options, payroll giving to charities, and access to money advice servicesWhy Broadacres?At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.Our OrganisationBroadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: 'to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres home.Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We may be interviewing as applications come in, so apply early to avoid disappointment.TPBN1_UKTJ