Senior Admin/Liaison Assistant

Your New OrganisationThis regulatory organisation manages cases relating to concerns and complaints. Playing a vital role in providing clear guidance and maintaining high standards of communication throughout the complaint process.
Your new role

Respond to customer complaints and concerns via telephone and in writing, including enquiry closures and post-closure communication
Organise and facilitate provisional enquiry meetings with complainants
Analyse and summarise complex case information accurately and effectively
Manage a caseload of liaison work, working collaboratively with colleagues across the organisation
Arrange, facilitate, and transcribe telephone complaints where required
Provide clear explanations of processes and decisions to stakeholders during and after case closure
Apply safeguarding policies to protect vulnerable individualsWhat you'll need to succeed

Proven experience handling complaints and providing advice via phone, email, and written correspondence
Strong understanding of working within policies, procedures, and service standards, including the Data Protection Act.
Proficiency with IT systems, including MS Word, Excel, Outlook, and case management databases
Excellent communication skills, with the ability to convey complex or sensitive information clearly and appropriately
Strong interpersonal skills, with the ability to build rapport and demonstrate empathy while maintaining professional boundaries
Exceptional written communication and drafting skills, with the ability to produce clear, concise correspondence in plain English
Highly organised, with excellent attention to detail and the ability to manage competing priorities
Ability to work independently and collaboratively as part of a team
What you'll get in return
35 hour working week. Monday to Friday, 9am till 5pmHybrid working after the first week of induction/training
Supportive and inclusive environment
Offices in the heart of Manchester city centre
Temp to cover secondment for 12 months
Interviews will take place in mid-June with start dates asap after
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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