Job Description

Are you an experienced and highly organised administrator looking to take the next step in your career within a supportive and professional environment? We have an exciting opportunity to join our charity, based in North Birmingham, where you'll play a vital role in providing exceptional HR and customer service administrative support across the business.

We are looking for a diligent, customer-focused professional to join our team as a HR and Customer Resolutions Coordinator.

The role is multifaceted - you will be required to provide comprehensive HR support, ensuring accuracy, efficiency, and confidentiality at every stage. In addition, you will also be the main point of contact for customer feedback and complaints. Your role will include administrative tasks and reporting, while recommending improvements to enhance the customer and service experience.

The Role (Customer Resolutions)

Act as the key point of contact for customers, addressing complaints and enquiries from various external bodies while working with customers, stakeholders, and contractors over the phone or in person.

The role will play a fundamental part of the start to finish complaints resolutions process, liaising with various teams and customers, to ensure issues are resolved efficiently and empathetically in line with service standards.

Manage inbound communication via phone, email, and letters, ensuring timely and professional responses.

Conduct thorough investigations and ensure prompt resolution of complaints, including formal responses

Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting and analysis to identify trends and recommend improvements.

Collaborate with internal teams to ensure timely responses, uphold service standards, and suggest process improvements.

Foster positive relationships with customers, promote a customer-first culture, and provide guidance to colleagues on handling complaints.

The role (HR)

Support the end-to-end recruitment process, including posting job vacancies.

Managing the full onboarding process, producing offer letters and contracts, processing background checks, and ensuring all employee data is accurately recorded in the HR system.

Supporting daily HR enquiries and assisting with policy responses alongside the HR Director.

Maintaining up-to-date and compliant HR records on BreatheHR.

Preparing employee correspondence and assisting with HR meetings, including notetaking and policy guidance.

Coordinating leaver administration, including exit interviews and reporting.

Assist the HR Director with administration

About You

You'll bring a professional, proactive, and discreet approach with the confidence to manage multiple priorities and deadlines

Proven experience in administration (previous HR/recruitment administration experience advantageous)

Excellent communication skills and a strong eye for detail

Proficiency in using IT systems

Highly organised, self-motivated, and able to manage priorities and deadlines

Understanding of the Housing Ombudsman complaint handling code or similar and experience in resolving complex complaints

A proactive problem-solver with a customer-first mindset, strong relationship-building skills, and a passion for delivering exceptional customer service

If you're a confident Administrator seeking a varied and rewarding role within a collaborative and growing organisation, we'd love to hear from you.

Job Types: Full-time, Permanent

Pay: 26,000.00-28,000.00 per year

Benefits:

Additional leave Cycle to work scheme Flexitime On-site parking Sick pay
Work Location: In person