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Date Added: Fri 26/05/2023

Complaints Advisor

Coventry, CV1, UK
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Job Type: Permanent, FullTime

Salary: £23473/annum outstanding benefits

Complaints Advisor - Temp - Perm - Coventry based with some remote working - Salary £23,473pa.

Working for a market leading client who are rapidly growing!

Monday - Friday 8am - 4pm or 9am - 5pm.


To act as the first point of contact for complainants. To receive and process information on the telephone or in writing from members of the public who wish to make a complaint or have an enquiry about making a complaint and, where appropriate, record sufficient information to progress a complaint to the assessment stage.


To provide flexibility, all staff employed in the Intake team will be able to move between roles dealing with telephone calls, web complaints and correspondence according to the needs of the business. This is to ensure that the team can respond to peaks and troughs in demand and accommodate changes in the relative volume of calls and written contact.


Telephone · Following pre screening of calls by push button options, take telephone calls from members of the public, council officers, advocates, solicitors, voluntary sector agencies and other public bodies. · To screen out all obviously premature complaints and all incomprehensible or misdirected calls (with some limited signposting to other organisations) · To correctly record all required information using appropriate ICT and telephony systems and forward complaints promptly to the assessment stage. · To give accurate and good quality advice short of a decision about the role and jurisdiction. Correspondence and web complaints · To process all post and email correspondence. To return or reject all obviously premature complaints and incomplete, incomprehensible or misdirected contacts, and provide some limited signposting to other organisations. · To scan information from incoming postal complaints onto the COIN database and forward complaints promptly to the assessment stage. · To correctly record all required information on the relevant database before the complaint is forwarded to the assessment stage. · To 'flag' complaints that may require joint working with other Ombudsmen or other special handling and forward to assessment stage. Other duties · To work within the target performance measures for answering and responding to complaints and enquiries. · Promote, implement and personally comply with the Commission's Equality and Diversity policy.


Customer service and complaint's experience is essential

Strong communication skills

Good verbal and written communication

Good IT skills

Able to work under pressure

If you have the skills and experience that is required and you are able to start within 1 week please apply now?
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