Complaints Administrator

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

📍 Brent, London 💷 £21.41 per hour (PAYE) / £28.19 per hour (Umbrella) We are currently recruiting for an experienced Income Project Officer to join a busy Housing Management team within a London Borough on a 3-month temporary contract. This is an excellent opportunity for a proactive housing professional to play a key role in income maximisation and tenant support. The Role As an Income Project Officer, you will be responsible for maximising rental income through effective arrears management, providing support to tenants, and delivering targeted income recovery projects across a range of housing services. Key Responsibilities Maximise income through rent collection and arrears management across varied tenures Provide advice and support on welfare benefits, including Universal Credit Engage directly with tenants through home visits and case management to resolve arrears issues Work across services to deliver a joined-up, person-centred approach Monitor accounts and take appropriate action to reduce arrears and prevent debt escalation Support tenancy sign-ups to ensure rent is collected from day one Prepare reports and maintain accurate records in line with performance and compliance requirements Identify and manage fraud risks and misrepresentation cases Attend court and enforcement proceedings where required About You We’re looking for candidates who have: Experience in income collection, rent arrears, or housing management Strong knowledge of housing benefits and welfare reform Experience supporting vulnerable tenants and complex cases Excellent communication and negotiation skills Ability to manage a busy caseload independently Good IT skills and experience using housing or case management systems A proactive, customer-focused approach with a strong sense of accountability What’s on Offer Competitive rate: £21.41 PAYE / £28.19 Umbrella Opportunity to contribute to a high-performing income service Valuable local authority experience Immediate start available

📍 Brent, London 💷 £18.65 per hour (PAYE) / £24.56 per hour (Umbrella) We are currently recruiting for an Income Assistant to join a busy Housing Management team within a London Borough on a 3-month temporary contract. This is a great opportunity for someone with housing or rent income experience to support a high-performing income team. The Role As an Income Assistant, you will provide key administrative and operational support to the Rent Income Team, helping to ensure effective rent collection services and a high level of customer service to residents. Key Responsibilities Provide administrative support to the Rent Income Team, including managing enquiries and coordinating tasks Respond to tenant queries regarding rent accounts, balances, and arrears Support the management and recovery of low-level rent arrears and former tenant debt Set up and manage Direct Debits and rent payments Process and route incoming emails, calls, and correspondence Support Universal Credit verification and communications with tenants Assist in preparing court documentation and enforcement actions Maintain accurate records and produce reports on arrears and income performance Liaise with internal teams to ensure a joined-up service for residents Deliver excellent customer service across face-to-face, phone, and digital channels About You We’re looking for candidates who: Have experience in housing, income collection, or an administrative support role Possess a good understanding of rent accounts, arrears, or housing services Have strong customer service and communication skills Are organised, detail-oriented, and able to manage a varied workload Have good IT skills, including Microsoft Office and database systems Are confident handling sensitive conversations with tenants in a professional manner What’s on Offer Competitive rate: £18.65 PAYE / £24.56 Umbrella Opportunity to gain experience within a local authority housing service Supportive team environment Immediate start available

📍 Brent, London 💷 £21.41 per hour (PAYE) / £28.19 per hour (Umbrella) We are currently recruiting for an experienced Income Project Officer to join a busy Housing Management team within a London Borough on a 3-month temporary contract. This is an excellent opportunity for a proactive housing professional to play a key role in income maximisation and tenant support. The Role As an Income Project Officer, you will be responsible for maximising rental income through effective arrears management, providing support to tenants, and delivering targeted income recovery projects across a range of housing services. Key Responsibilities Maximise income through rent collection and arrears management across varied tenures Provide advice and support on welfare benefits, including Universal Credit Engage directly with tenants through home visits and case management to resolve arrears issues Work across services to deliver a joined-up, person-centred approach Monitor accounts and take appropriate action to reduce arrears and prevent debt escalation Support tenancy sign-ups to ensure rent is collected from day one Prepare reports and maintain accurate records in line with performance and compliance requirements Identify and manage fraud risks and misrepresentation cases Attend court and enforcement proceedings where required About You We’re looking for candidates who have: Experience in income collection, rent arrears, or housing management Strong knowledge of housing benefits and welfare reform Experience supporting vulnerable tenants and complex cases Excellent communication and negotiation skills Ability to manage a busy caseload independently Good IT skills and experience using housing or case management systems A proactive, customer-focused approach with a strong sense of accountability What’s on Offer Competitive rate: £21.41 PAYE / £28.19 Umbrella Opportunity to contribute to a high-performing income service Valuable local authority experience Immediate start available

📍 Brent, London 💷 £21.41 per hour (PAYE) / £28.19 per hour (Umbrella) We are currently recruiting for a Housing Resolution Officer to join a busy Housing Needs Service on a 3-month temporary contract in Brent, London. This is an excellent opportunity for an experienced housing professional to support vulnerable households and help drive successful move-on from temporary accommodation. The Role As a Housing Resolution Officer, you will provide specialist housing advice and support to households in temporary accommodation, helping them secure suitable long-term housing options while ensuring compliance with legislation and council policies. Key Responsibilities Provide housing options advice to residents in temporary accommodation and support move-on into settled housing Conduct home visits and maintain regular contact with households to assess needs and manage expectations Support residents in accessing private rented, social, and intermediate housing options Manage suitability assessments, reviews, and accommodation offers in line with legislation Investigate and respond to complaints, tenancy issues, and anti-social behaviour cases Work closely with landlords, housing providers, and internal teams to resolve issues and improve outcomes Identify and address tenancy breaches, fraud, or misuse of temporary accommodation Assist residents with benefits advice, employment signposting, and support services Ensure properties meet compliance standards, including health and safety requirements Maintain accurate records and contribute to performance reporting About You We’re looking for candidates with: Strong knowledge of homelessness legislation (Housing Act 1996, Homelessness Reduction Act 2017, etc.) Experience working with temporary accommodation and vulnerable households Excellent communication and customer service skills, with the ability to manage challenging situations Experience in case management, tenancy enforcement, and housing advice Strong organisational skills and the ability to manage a demanding caseload Good IT skills, including experience with housing management systems A proactive and solution-focused approach to service delivery What’s on Offer Competitive hourly rate: £21.41 PAYE / £28.19 Umbrella Valuable experience within a respected London local authority Opportunity to make a genuine impact supporting residents in housing need Immediate start available If you’re passionate about housing and ready to take on a fast-paced, rewarding role, apply today to be considered.

Customer Service Executive 📍 Location: HU14 🕒 Hours: Monday – Friday 💼 Type: Permanent 💰 Salary: £25,000 – £30,000 per annum About the Role We are currently recruiting for a Customer Service Executive to join a friendly and supportive small team based in HU14. This is an excellent opportunity for someone who is passionate about delivering outstanding customer service and is looking to grow their career, with a clear progression path into a management role. Key Responsibilities Managing incoming customer enquiries via phone, email, and online platforms Providing timely and professional responses to customer queries Building strong relationships with customers and maintaining high satisfaction levels Processing orders, updates, and handling any issues efficiently Working collaboratively with a small team to meet business objectives Supporting continuous improvements within customer service processes About You Previous experience in a customer service or customer-facing role Strong communication skills, both written and verbal A proactive and positive attitude Ability to work well as part of a close-knit team Organised, with good attention to detail Ambitious and motivated, with a desire to progress into a management role What’s on Offer Competitive salary of £25,000 – £30,000 Monday to Friday working pattern (great work-life balance!) A supportive team environment Genuine career development opportunities into management Stable, permanent position within a growing business If you’re looking for a role where you can make an impact, develop your skills, and progress your career, we’d love to hear from you.

Customer Service Executive 📍 Location: HU14 🕒 Hours: Monday – Friday 💼 Type: Permanent 💰 Salary: £25,000 – £30,000 per annum About the Role We are currently recruiting for a Customer Service Executive to join a friendly and supportive small team based in HU14. This is an excellent opportunity for someone who is passionate about delivering outstanding customer service and is looking to grow their career, with a clear progression path into a management role. Key Responsibilities Managing incoming customer enquiries via phone, email, and online platforms Providing timely and professional responses to customer queries Building strong relationships with customers and maintaining high satisfaction levels Processing orders, updates, and handling any issues efficiently Working collaboratively with a small team to meet business objectives Supporting continuous improvements within customer service processes About You Previous experience in a customer service or customer-facing role Strong communication skills, both written and verbal A proactive and positive attitude Ability to work well as part of a close-knit team Organised, with good attention to detail Ambitious and motivated, with a desire to progress into a management role What’s on Offer Competitive salary of £25,000 – £30,000 Monday to Friday working pattern (great work-life balance!) A supportive team environment Genuine career development opportunities into management Stable, permanent position within a growing business If you’re looking for a role where you can make an impact, develop your skills, and progress your career, we’d love to hear from you.

Customer Service Executive 📍 Location: HU14 🕒 Hours: Monday – Friday 💼 Type: Permanent 💰 Salary: £25,000 – £30,000 per annum About the Role We are currently recruiting for a Customer Service Executive to join a friendly and supportive small team based in HU14. This is an excellent opportunity for someone who is passionate about delivering outstanding customer service and is looking to grow their career, with a clear progression path into a management role. Key Responsibilities Managing incoming customer enquiries via phone, email, and online platforms Providing timely and professional responses to customer queries Building strong relationships with customers and maintaining high satisfaction levels Processing orders, updates, and handling any issues efficiently Working collaboratively with a small team to meet business objectives Supporting continuous improvements within customer service processes About You Previous experience in a customer service or customer-facing role Strong communication skills, both written and verbal A proactive and positive attitude Ability to work well as part of a close-knit team Organised, with good attention to detail Ambitious and motivated, with a desire to progress into a management role What’s on Offer Competitive salary of £25,000 – £30,000 Monday to Friday working pattern (great work-life balance!) A supportive team environment Genuine career development opportunities into management Stable, permanent position within a growing business If you’re looking for a role where you can make an impact, develop your skills, and progress your career, we’d love to hear from you.

Customer Service Executive 📍 Location: HU14 🕒 Hours: Monday – Friday 💼 Type: Permanent 💰 Salary: £25,000 – £30,000 per annum About the Role We are currently recruiting for a Customer Service Executive to join a friendly and supportive small team based in HU14. This is an excellent opportunity for someone who is passionate about delivering outstanding customer service and is looking to grow their career, with a clear progression path into a management role. Key Responsibilities Managing incoming customer enquiries via phone, email, and online platforms Providing timely and professional responses to customer queries Building strong relationships with customers and maintaining high satisfaction levels Processing orders, updates, and handling any issues efficiently Working collaboratively with a small team to meet business objectives Supporting continuous improvements within customer service processes About You Previous experience in a customer service or customer-facing role Strong communication skills, both written and verbal A proactive and positive attitude Ability to work well as part of a close-knit team Organised, with good attention to detail Ambitious and motivated, with a desire to progress into a management role What’s on Offer Competitive salary of £25,000 – £30,000 Monday to Friday working pattern (great work-life balance!) A supportive team environment Genuine career development opportunities into management Stable, permanent position within a growing business If you’re looking for a role where you can make an impact, develop your skills, and progress your career, we’d love to hear from you.

Customer Service Executive 📍 Location: HU14 🕒 Hours: Monday – Friday 💼 Type: Permanent 💰 Salary: £25,000 – £30,000 per annum About the Role We are currently recruiting for a Customer Service Executive to join a friendly and supportive small team based in HU14. This is an excellent opportunity for someone who is passionate about delivering outstanding customer service and is looking to grow their career, with a clear progression path into a management role. Key Responsibilities Managing incoming customer enquiries via phone, email, and online platforms Providing timely and professional responses to customer queries Building strong relationships with customers and maintaining high satisfaction levels Processing orders, updates, and handling any issues efficiently Working collaboratively with a small team to meet business objectives Supporting continuous improvements within customer service processes About You Previous experience in a customer service or customer-facing role Strong communication skills, both written and verbal A proactive and positive attitude Ability to work well as part of a close-knit team Organised, with good attention to detail Ambitious and motivated, with a desire to progress into a management role What’s on Offer Competitive salary of £25,000 – £30,000 Monday to Friday working pattern (great work-life balance!) A supportive team environment Genuine career development opportunities into management Stable, permanent position within a growing business If you’re looking for a role where you can make an impact, develop your skills, and progress your career, we’d love to hear from you.