Job Description

Complaints Administrator (Maternity Cover 15 months )

Role Summary

The Responsible for supporting our customers journey through the cycle of a complaint. This role will include the monitoring of mailboxes, identifying of complaints, Financial Ombudsman Service referrals, and recording data on a Complaint Platform and spreadsheet.

Fulfilling complaint contact requirements though Telephony and email and supporting our Complaint Investigators.

Reporting to the Complaints Manager, working alongside members of the Complaints Team and other Operational Departments, to deliver outstanding results to our customers.

Responsibilities

Provide front line administration for our customers in all key related complaint activities. To monitor all mailboxes, identifying complaints and FOS referrals. Recording all complaints received on Case Matrix, and logging all FOS referrals to existing complaints. Prepare complaints and FOS folders. To upload all complaint communication and ensure all notes are clear and concise to Case Matrix and Administration Platforms. Identify and record vulnerability. Identifying Subject Access Requests, and logging. Update and maintain the FOS spreadsheet, detailing the main root cause and sub root cause of the complaint. To identity regulatory breaches and report in line with Tedaisy's procedure. Reviewing work queues and allocating new complaints and FOS referrals to Complaint Investigators, ensuring fair allocation of work. Identifying, Early Resolution Complaints, and communicate this to the Complaint Investigators Liasie with the FOS, confirming receipt of case files and responding to simple queries. Send email communication to customers in response to simple queries. To obtain telephone call recordings, and issue to the Complaint Investigators. Any other requirements set out by the Complaints Manager.

Experience, Qualifications & Skills

Experience in providing excellence Administration within a Financial Sector. Strong customer skills with excellent written and verbal communication skills, with the ability to adapt your approach as the situation requires. Comfortable with a high volume of incoming work and an interest working with repetitive tasks. The ability to handle challenging situations in a calm, professional and efficient manner. Competent in Microsoft Office and ideally experience working with systems or database. Excellent organisational, planning and time-management skills. An excellence attention to detail. A self-starter and a high degree of resilience.
Please note that this position starts in mid-September 2025 and runs until January 2027.

Job Types: Full-time, Fixed term contract
Contract length: 15 months

Pay: 23,000.00-25,000.00 per year

Schedule:

Monday to Friday
Ability to commute/relocate:

Salisbury SP1 3TB: reliably commute or plan to relocate before starting work (preferred)
Application question(s):

Would you be happy with a fixed-term contract?
Language:

English (preferred)
Work Location: In person

Reference ID: CAFTC
Expected start date: 16/09/2025