Complaints Administrator
Salary: £24,000–£26,000 per annum | Hours: Full-time, Monday to Friday, 8:45am–5:00pm | Location: Office-based, Leicester City Centre
We are looking for a professional, organised and customer-focused Complaints Administrator to join our Complaints team. This is an excellent opportunity for someone with previous complaint-handling experience who is confident speaking with clients over the telephone and has a keen eye for detail.
Working closely with the Complaints Manager, you will help ensure complaints are logged, investigated and progressed in line with company procedures, while supporting a positive and professional customer journey.
The Role
As Complaints Administrator, you will act as a key point of contact for complaints received by the business. You will support the complaints process from initial logging and acknowledgement through to investigation preparation, record keeping and response drafting for review.
Key Responsibilities
Ø Receive, log and acknowledge complaints received by telephone, email, letter, online platforms and other communication channels.
Ø Support initial complaint investigations by gathering client information, sales details, call recordings, timelines and relevant supporting documentation.
Ø Undertake call listening and prepare clear outcome notes or reports for the Complaints Manager.
Ø Prepare complaint case files and draft appropriate responses for review.
Ø Maintain accurate and professional electronic records, including complaints logs and system updates.
Ø Liaise professionally with clients, representatives, colleagues, third parties, business partners, governing bodies, solicitors and internal legal contacts.
Ø Help identify patterns, recurring issues or potential process improvements to support effective complaint resolution.
Ø Ensure all complaints are handled efficiently, professionally and in line with company procedures and required timescales.
About You
We are looking for someone who organised and confident when dealing with sensitive or challenging customer situations. You will be able to communicate clearly, manage detailed information accurately and work well to deadlines.
Essential
· Previous complaint-handling experience.
· Confident telephone manner and experience dealing with customers or clients by phone.
· Excellent written and verbal communication skills.
· Strong attention to detail, including accuracy with grammar, spelling, client details, reference numbers and dates.
· Ability to investigate cases, gather information and prepare clear written summaries.
· Good organisational skills and the ability to manage workload efficiently.
· Professional, methodical and able to work to deadlines.
· Comfortable using electronic systems to maintain accurate records.
Desirable
· Experience within a regulated environment.
· Knowledge of FCA regulations.
· Familiarity with software or AI solutions that could support complaint management, investigation processes, reporting or case tracking.
What We Offer
· Salary of £24,000–£26,000 per annum, depending on experience.
· Full-time, office-based role in Leicester City Centre.
· Monday to Friday working pattern, 8:45am–5:00pm.
· The opportunity to play an important role in supporting fair, professional and timely complaint resolution.
· A varied role working closely with internal teams, clients and external parties.
How to Apply
If you have previous complaint-handling experience and enjoy delivering a professional, detail-focused service, we would be pleased to hear from you. Please apply with your CV.
Pay: £24,000.00-£26,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
Experience:
- Complaint handling: 1 year (preferred)
- administration: 1 year (preferred)
- FCA: 1 year (preferred)
Location:
- City of Leicester LE1 6TE (preferred)
Work Location: In person
