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Complaints Administrator

United Kingdom, Coventry Employment contract · Job Posted June 02, 2026
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Job Description

ExtraCare Charitable Trust are looking for a Complaints Administrator! Are you an experienced Complaints Administrator looking to develop your career with an award winning, forward-thinking charity? We have an exciting opportunity for a Complaints Administrator to join our team based at our Head Office in Coventry. At The ExtraCare Charitable Trust, you'll play a vital role in ensuring our complaints process is managed efficiently and professionally, helping us continuously improve the services we provide. The ideal candidate will have previous demonstrable experience within a similar role, be flexible, motivated and adaptable to change.

Job Responsibility

  • 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 and assist with the analysis of complaint response data.

Requirements

  • Experience of handling, investigating and documenting complaints
  • Experience of writing complaint responses
  • Gather, analyse information and produce performance reports
  • Excellent verbal and written communication skills.

What we offer

  • 25 days annual leave, plus bank holidays
  • Contributory pension (up to 9%)
  • Buy and sell holiday
  • Free life insurance
  • Cycle2work scheme
  • Attendance reward
  • Free use of on-site location gyms
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