Overview
The Complaints Administrator is responsible for delivering a professional, customer-focused administrative service, acting as a key point of contact for residents, colleagues, and stakeholders. A core responsibility of the role is the effective management of complaints and information governance workflows. This involves logging, acknowledging, and triaging complaints, Freedom of Information requests (FOIs), Subject Access Requests (SARs), and general enquiries in line with statutory and corporate procedures. The post holder ensures cases are accurately categorised, allocated to the relevant teams, and actively monitored to prevent delays. By tracking progress, issuing reminders, and escalating risks of missed deadlines, the role supports the organisation in meeting statutory requirements and maintaining high standards of performance and compliance. The role also provides essential administrative and data management support to the complaints function. This includes maintaining accurate and up-to-date case records, producing correspondence and reports, and ensuring all documentation meets required standards. A further key aspect of the role is ensuring compliance with information governance and data protection requirements. The post holder is responsible for handling sensitive information securely and in accordance with GDPR, maintaining clear audit trails and robust record-keeping practices. Alongside this, the Complaints Administrator contributes to continuous improvement by identifying process efficiencies, updating templates and guidance, and supporting a consistent, high-quality service across the team. Finally, the role requires strong teamwork and adaptability, supporting colleagues during peak periods and ensuring continuity of service delivery. The Complaints Administrator works collaboratively across teams, engages with stakeholders at all levels, and helps maintain a resilient, solutions-focused service that delivers timely and effective outcomes for residents.
Responsibilities
- Case handling and workflow management – Log, acknowledge, triage, and allocate complaints, FOIs, SARs, and enquiries, while monitoring progress and escalating risks of delays.
- Customer communication – Act as a point of contact for residents and stakeholders, providing clear, timely information and resolving queries or escalating where necessary.
- Statutory compliance support – Track deadlines, issue reminders, and help ensure the organisation meets legal and corporate timescales.
- Administrative support – Maintain accurate case records, update systems, link related complaints, and ensure all documentation is complete and compliant.
- Data management and reporting – Maintain high-quality data, generate reports, and support performance monitoring and insight.
- Information governance – Handle sensitive information securely in line with GDPR and council policies, ensuring strong audit trails.
- Continuous improvement – Identify process improvements, update templates, and contribute to service development.
- Teamwork and service resilience – Support colleagues, provide cover, and help maintain service delivery during busy periods.
Qualifications
- Experience working in a fast‑paced, customer‑focused environment
- Strong IT skills, including use of case management systems and standard software packages
- Good understanding of confidentiality, data protection, and GDPR principles
- Knowledge of relevant legislation and procedures relating to complaints, FOIs, or SARs
- Ability to work independently, using initiative and problem‑solving skills
- Excellent literacy and numeracy skills
- Ability to manage competing priorities and meet deadlines
- Strong communication and interpersonal skills, with the ability to deal diplomatically with a wide range of stakeholders
- Ability to identify and suggest process improvements
Personal Attributes
- Flexible, adaptable, and able to respond to changing service needs
- Professional, customer‑focused approach
- High level of attention to detail and accuracy
- Ability to handle sensitive situations with discretion and confidence
Terms and Conditions
- Satisfactory employment references
- As a public authority, we must ensure that members of staff in public‑facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
Eligibility
We are a Home Office‑licensed sponsor; however, for this specific role we are not able to provide Skilled Worker visa sponsorship. To be considered, you must already hold a form of UK work authorisation that does not require sponsorship.
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