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Extracare Charitable Trust, Draper's Fields, Coventry
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£18000
Extracare Charitable Trust, Draper's Fields, Coventry
- Onsite working
- Part time
- Temporary
Posted 1 week ago, 16 Apr
Job ref: 0a9604e7b851448ea7acbf7940188f59
Full Job Description
We have an exciting opportunity for a Complaints Administrator to join our team based at our Head Office in Coventry. As a Complaints Administrator with The ExtraCare Charitable Trust, you will be a key team member by providing effective administrative management of the complaints process and reporting for the charity., + Monitor the corporate complaints inbox. 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 response.
+ 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 Policy. 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.
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!, + Experience of handling, investigating and documenting complaints.
+ Experience of writing complaint responses. Ability to respond to complainants in a sensitive and understanding manner that demonstrates empathy.
+ Excellent verbal and written communication skills.
+ Ability to prioritise and work on multiple tasks.
+ Flexitime and hybrid working model (subject to criteria)
+ Enhanced contributory Pension
+ Enhanced Maternity & Paternity allowance
+ 25 days annual leave plus statutory bank holidays
+ Option to purchase or sell additional annual leave
+ Attendance reward
+ Eligible for Blue Light Card discounts
+ Life Assurance
+ Free Gym Membership (within location)
+ Cycle to work scheme
+ Employee Assistance Programme
ExtraCare strives to create a workplace that fully reflects society. We want our staff to feel empowered to bring their full, authentic selves to work and be part of a safe and supportive community.
