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Complaints Administrator - ScotlandHours: Full Time, Permanent, 35 hours per weekSalary: £19,964 per annumLocation: Scotland – home basedAre 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 RoleTake 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 entriesData entry of events and complaints-related informationDiary coordination and travel planning for senior members of staffGeneral administrative tasks as required, including events support, helping with organisation and attendance across Scotland as requiredAttend 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 metProviding advice to members of the public regarding the complaint-making processSeeking to resolve all complaintsKeeping the complainant apprised of progressAttending meetings as required to discuss complaints issues, share best practice and make suggestions for improvementsReferring 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 requiredWhere appropriate, arranging Complainant/Operator resolution meetingsWorking as a productive and supportive member of a UK-wide complaints teamPerson Specification:Data entry experienceICT skills, including confident use of Excel and familiarity with Zoom and TeamsGood written and spoken EnglishGood customer service skills and friendly approachLogical, flexible and analyticalEnthusiastic and results-oriented mentalityExperience of managing projectsAnalytical, numerate and IT literateSelf-starter, able to prioritise and planExperience of or willingness to organise eventsExperienced in managing multiple time-sensitive prioritiesExcellent communication skills, experience of diverse stakeholdersGood attention to detail, logical, hands on approachExperience of different IT environmentsUnderstands data protection and confidentiality laws/issuesUnderstanding of bus industryCommitment to effective public transportAdditional 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 applyJob Type: Full-timeSalary: £19,964.00 per yearBenefits:Company pensionWork from homeSchedule:Monday to FridayWork Location: RemoteReference ID: Complaints Admin