Housing Complaints Administrator

The Role

We are looking for an organised and proactive Housing Complaints Administrator to join a busy Housing Complaints team. This is an excellent opportunity for an experienced administrator who enjoys coordinating workloads, managing competing priorities, and ensuring residents receive a responsive service.

The successful candidate will be responsible for managing the complaints inbox, logging and allocating cases to the appropriate teams, tracking responses, and supporting the effective administration of the complaints process. This role is critical in ensuring complaints are handled efficiently and within agreed timescales.

Key Responsibilities

• Manage and monitor the shared Housing Complaints inbox.

• Log, acknowledge, and process incoming complaints accurately.

• Allocate complaints to the relevant service areas and investigating officers.

• Monitor complaint deadlines and escalate overdue actions where required.

• Update and maintain complaint records on internal systems.

• Liaise with residents, housing teams, and managers regarding complaint progression.

• Produce reports and performance information as required.

• Support the Complaints Team with general administrative duties.

• Ensure all complaint correspondence and documentation is stored accurately and compliantly.

About You

To be successful in this role, you will have:

• Previous administration experience within housing, customer services, complaints, or a similar environment.

• Experience managing shared inboxes and coordinating workloads.

• Excellent organisational skills and attention to detail.

• Strong written and verbal communication skills.

• The ability to prioritise a high volume of work and meet deadlines.

• Good IT skills, including Microsoft Outlook, Word, and Excel.

• A professional and customer-focused approach.

Desirable Experience

• Housing association or local authority experience.

• Knowledge of housing complaints processes.

• Experience using CRM or case management systems.

• Understanding of social housing and resident services