Complaints Administrator

The Service Recovery Team (SRT) is part of the council’s Customer Services function, which is the first port of call for customer enquiries across the council. The SRT are responsible for managing the council-wide coordination, efficient handling and resolution of customer complaints, comments and compliments, in line with corporate guidance and statutory requirements.

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.

Complaints Administrator Full Time Fixed Term for 12 Months

You will be contributing to the delivery of a quality complaints service across the council by supporting the resolution of concerns and complaints promptly. This includes ensuring that complaints are acknowledged, recorded and responded to appropriately and consistently, as well as managing a caseload of administration activities with varying deadlines and actions. The role will also involve liaising with officers from a variety of different service areas, keeping stakeholders informed of progress, and providing support to Service Recovery Officers and the Ombudsman Link Officer when handling more complex complaints. 

This post is for a fixed term until April 2026. Full training will be given. 

We are looking for a highly motivated individual with the ability to multitask while working to tight deadlines in a fast-paced environment. You will need to be a strong administrator with excellent customer, organisation and communication skills, both spoken and written, with a desire to deliver excellent service and help make a difference. A good understanding of Microsoft systems like Teams, Word, and Excel will be required, as well as the ability to navigate databases. Good teamwork is essential, together with a proactive approach to undertaking ad-hoc tasks and flexibility to support the needs of the service.

If this sounds like you, please complete our application form and tell us in your own words (without the use of AI) where you have used your skills to shine. Closing date is midnight on Monday, 16th June 2025.  Interviews for shortlisted applicants will be on Thursday, 26^th and Friday, 27^th June 2025.

If you’re not sure or have some questions, we’d be happy to talk to you. Please call Catherine during office hours on 02476 977407 for an informal conversation.

Previous applicants within the last 12 months need not apply.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you. 

Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

If you join us, we will provide a fantastic rewards and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies