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. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)