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Complaints Administrator

Bus Users UK
£19,964 a year - Full-time



Pulled from the full job description

  • Company pension
  • Work from home

Full job description

Complaints Administrator - Scotland

Hours: Full Time, Permanent, 35 hours per week

Salary: £19,964 per annum

Location: Scotland – home based

Are you a problem solver? Are you naturally helpful and empathic? Are you organised and methodical? Do you have a creative side?

If you can answer yes to the above questions, our client has a great opportunity for someone to take on a varied workload of helping to resolve complaints, organising public and online events and other tasks that will help the people resolve their problems with public transport!

Starting as soon as possible, the suitable candidate will need a positive, approachable and outgoing personality, a willingness to learn new systems, a determination to solve the problems reported to them, the ability to work as part of a team and good IT skills. Complaint-handling and administration experience would be advantageous, but not essential. This is NOT a call centre role, it will use all your talents and the ability to empathise with and find resolutions to the problems being faced by those contacting us.

The Role

  • Take responsibility for telephone answering, recording and appropriate follow-up action of contacts with the public.
  • Undertake the administration and recording of information relating to complaints about bus and coach journeys in line with the complaints handling procedure. With appropriate in-house training and experience, you will become an Alternative Dispute Resolution officer.
  • Process incoming enquiries and helping people with their complaints and queries, forwarding press contacts to the Press office or other staff as per the agreed procedure.
  • Concise compilation of reports from database entries
  • Data entry of events and complaints-related information
  • Diary coordination and travel planning for senior members of staff
  • General administrative tasks as required, including events support, helping with organisation and attendance across Scotland as required
  • Attend UK meetings and minute-taking as required.
  • Receiving all complaints by telephone, email or letter or via an event.
  • Recording and maintaining details and progress of each complaint on a bespoke database.
  • Ensuring that the complaints procedure is adhered to and time targets are met
  • Providing advice to members of the public regarding the complaint-making process
  • Seeking to resolve all complaints
  • Keeping the complainant apprised of progress
  • Attending meetings as required to discuss complaints issues, share best practice and make suggestions for improvements
  • Referring deadlocked cases to the Programme Manager or Director, then, in liaison with the complainant, escalating it to the relevant body.
  • Compiling summaries, analysis and reports as required
  • Where appropriate, arranging Complainant/Operator resolution meetings
  • Working as a productive and supportive member of a UK-wide complaints team

Person Specification:

  • Data entry experience
  • ICT skills, including confident use of Excel and familiarity with Zoom and Teams
  • Good written and spoken English
  • Good customer service skills and friendly approach
  • Logical, flexible and analytical
  • Enthusiastic and results-oriented mentality
  • Experience of managing projects
  • Analytical, numerate and IT literate
  • Self-starter, able to prioritise and plan
  • Experience of or willingness to organise events
  • Experienced in managing multiple time-sensitive priorities
  • Excellent communication skills, experience of diverse stakeholders
  • Good attention to detail, logical, hands on approach
  • Experience of different IT environments
  • Understands data protection and confidentiality laws/issues
  • Understanding of bus industry
  • Commitment to effective public transport

Additional information:

We offer generous annual leave entitlement and tailored training.

We are actively working to diversify our organisation group so people from any minority group are encouraged to apply

Job Type: Full-time

Salary: £19,964.00 per year


  • Company pension
  • Work from home


  • Monday to Friday

Work Location: Remote

Reference ID: Complaints Admin