Customer Complaints Administrator

Customer Complaints Administrator

Do you have a strong customer service background? Are you interested in learning about the lettings business, including letting properties and property management? Do you enjoy investigating and finding resolutions?

Connells Group is the UK’s largest Property Services Group, and we are looking for a Customer Complaints Administrator, to join our friendly team.

Whilst we strive to provide a market-leading service, despite our best efforts, occasionally things do go wrong. This is where our Customer Complaints Administrators play a pivotal role. Ensuring that our customer's concerns are dealt with in a professional manner, we’re on the lookout for those with great communication skills!

As a Customer Complaints Administrator, you will be investigating complaints across our Frank Innes, Bairstow Eves Brands as well as other letting agents across the country.

Responsibilities of a Customer Complaints Administrator:

• Work within a team office environment handling and investigating your own caseload of customer concerns/complaints.
• Responsible for impartially and fairly investigating and responding to correspondence, calculating and proposing any gestures of goodwill and updating the customer within pre-determined timescales.
• Speaking with customers, and other areas of the letting’s business to form a complete investigation using evidence.
• Formulating a thorough written response to concerns/complaints whereby you explain your findings.

Skills and Experience to be a Customer Complaints Administrator:

• Excellent communication skills – both written and verbally.
• Good at building and maintaining relationships with customers and stakeholders across the business.
• Effective time management and managing expectations.
• Previous experience in either Lettings or in a complaint handling roles is desirable, but full training will be given.
• Self-motivated – able to work independently whilst maintaining a role as part of our team.

Opportunities of being a Customer Complaints Administrator:

• Full training provided in all areas of residential lettings.
• Excellent career progression, with opportunities across the business.
• Qualifications in residential lettings.

Benefits of working