Job Description

About the Role

We are looking for a proactive and customer-focused Customer Service Complaints Administrator & Call Handler to join our team. This role is for about 6 months however could be extended for the right candidate. This is a hybrid role offering flexibility.

This role is key in ensuring that all customer enquiries and complaints are handled efficiently, professionally, and in line with company policies and regulatory requirements.

You will act as the first point of contact for customers, mainly managing supporting the administration of complaint cases from initial contact through to resolution but with some telephone calls.

Key Responsibilities

• Log, investigate, and manage customer complaints in accordance with company procedures
• Maintain accurate records of all communications and case updates
• Liaise with internal departments to resolve customer issues effectively
• Ensure complaints are acknowledged and responded to within agreed timescales
• Provide clear and concise written and verbal responses to customers
• Escalate complex or high-risk complaints where necessary
• Monitor complaint trends and support continuous improvement initiatives
• Deliver excellent customer service at all times
• Handle inbound customer calls in a professional and empathetic manner

Skills & Experience Required

• Previous experience in a customer service, complaints handling, or housing environment
• Strong communication skills (both written and verbal)
• Ability to remain calm, patient, and professional in challenging situations
• Excellent attention to detail and organisational skills
• Confident working with systems and maintaining accurate records
• Problem-solving mindset with a customer-first approach
• Ability to work independently and as part of a team

Desirable (but not essential)

• Experience within a regulated environment (e.g., financial services, housing, utilities, or healthcare)
• Knowledge of complaint handling frameworks or compliance standards
• Familiarity with CRM systems

What We Offer

• Competitive salary and benefits package
• Ongoing training and development opportunities
• Supportive and collaborative working environment
• Opportunities for career progression

For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge

Please also request Andrea or Maxine on Linkedin