Role Title

Complaints Administrator

Job family group

National Services

Job family

RSU

Grade

AO

Status

For internal use

Role Purpose

This role, reporting to the Complaints Team Leader, is responsible for dealing with complaints escalated to the team from first point of contact. The role will draft standard responses to less complex complaints, escalating as required.

Key Accountabilities

• Write clear, accurate, concise, and reasoned letters, user template response so that everyone, including users, understand the nature and circumstances of the complaints and the resolutions options.

• Carry out basic investigations to less complex complaints raised through a variety of contact cannels by users (email, phone, webchat, social media, letter, etc)

• To handle, and where possible resolve, first contact user complaints in accordance with predefined MCTS policy and procedures so tht users feel they have been listened to and that their complaint has been handled fairly.

• Read relevant knowledge articles to maintain accurate and up-to-date knowledge of processes and systems, to be able to provide users with the right information, when they need it with no delay or confusion.

• Input all complaints into the complaints system (OPTIC); contributing any insight gained to help support service improvement initiatives.

Knowledge, Skills and Experience

• Experience of complaint handling - to be able to easily understand the circumstances and how when a user may express dissatisfaction with our service.

• Experience of working in a customer service environment requiring engagement with dissatisfied customers.

• Empathy - to help understand the issues a user has faced and what might be a suitable and appropriate solution for all parties.

• Excellent communication skills (both written and verbal) - to be able to explain the circumstances and resolution of complaints to users so that they understand what has happened and their options.

Problem Solving and Decision Making

This role will make basic decisions regarding maladministration against expected standards, policies, rules, and guidance which are likely to be prescribed.

Management of Resources

None other than own time and resources in conjunction with line manager.

Autonomy

the role holder will usually work within a framework of set rules and established procedures with limited discretion to vary or tailor individual courses of action according to the circumstances of the case or issue. They will operate with supervision and clear guidance.

Key Relationships and Contacts

This role will communicate with Service users (individuals and legal professionals) in terms of complaints made both in general terms and in specific cases. There will be a requirement to present, explain, and request information.

• Service Users (General public, parties, and professional users) - responding to less complex complaints and drafting standard responses.

• NS Frontline Staff - discussions relating to complaints and remedial measures.