Customer Complaints Assistant
Northallerton
£27,533.36 | Full-time (37 hours) | Permanent
The Role
We’re 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 Responsibilities
- Provide administrative support for complaints, compensation claims and Housing Ombudsman investigations
- Maintain accurate complaint records, case notes and documentation within the case management system
- Support customer communication by sending acknowledgements, updates and requested information
- Monitor complaint deadlines, actions and milestones, escalating risks where required
- Gather information and coordinate updates from customers and colleagues to support complaint investigations
- Assist with preparing correspondence, template letters and draft responses using plain English
- Collate complaints data, customer feedback and outcomes to support reporting and service improvement
- Help identify trends, themes and learning opportunities from complaints and customer feedback
About You
- Experience in an administrative role, ideally within a complaints, customer service or regulated environment
- Excellent organisational skills with the ability to manage multiple tasks and deadlines
- Strong written and verbal communication skills
- Ability to build positive working relationships with colleagues and customers
- High levels of accuracy and attention to detail
- Professional, empathetic and customer-focused approach
- Ability to handle confidential information appropriately
Essential Qualifications & Experience
- Good standard of education, including English and Maths, or equivalent relevant experience
- Demonstrable experience in complaints administration or another regulated administrative environment
- Proficiency in Microsoft Office applications
- Understanding of confidentiality, data protection and accurate record keeping
Desirable
- Experience working within complaints, housing, customer experience or a regulated service environment
- Experience of Salesforce or similar case management systems
- Customer service, business administration or housing-related qualification
What We Offer
- Generous holiday allowance with the option to buy additional leave, alongside a pension scheme with life cover
- Flexible and supportive working within a collaborative and customer-focused team
- Access to our BroadRewards platform, offering schemes such as Cycle to Work and Smart Tech
- A strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health services
- Everyday 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 services
Why 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 Organisation
Broadacres 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.
