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Job description

We’re currently looking for someone to provide administrative support to the Homes, Communities and Customer team and provide an effective and efficient administrative service for our complaints process, ensuring complaints are accurately recorded, acknowledged, allocated and monitored in accordance with our Complaints Policy and required timescales. The role requires liaison with teams across Woven to support the timely progression of complaints, maintain accurate complaint records and assist with performance reporting, identification of complaint themes and service improvement learning. Please see employer website for full job details & person specification.

Responsibilities

• Administer Woven’s complaints process, including receiving, recording and acknowledging complaints and ensuring they are allocated promptly to the appropriate team or investigating officer.
• Monitor complaint timescales and outstanding actions, providing appropriate reminders and escalating cases that are at risk of exceeding required response times.
• Maintain complete, accurate and up-to-date complaint records, including customer contact, correspondence, outcomes, actions and other relevant information.
• Liaise professionally and sensitively with tenants, customers, colleagues and other stakeholders regarding complaints and enquiries, whether in person, by telephone or in writing.
• Obtain and collate relevant information and documentation required to support the investigation and resolution of complaints.
• Support the preparation and administration of complaint correspondence and ensure final responses and associated records are appropriately recorded.
• Assist with monitoring and reporting on complaint performance, themes, trends, outcomes, learning and service improvement actions, including monthly KPI and management information.

Skills and Qualifications

Essential Skills

• Hold a Level 2 qualification or equivalent and a minimum of one years relevant experience providing reception / administrative support in an office environment.
• Or Two years relevant experience providing reception / administrative support in an office environment.
• Relevant experience must include: Updating and keeping accurate records. Typing letters. Mail merges and updating of spreadsheets. Assisting in the preparation of reports and statistics.
• Experience of working with internal and external stakeholders, e.g. tenants and/or customers, in a confidential and professional manner.
• Experience of dealing sensitively with challenging, dissatisfied or distressed customers.
• Experience of working towards deadlines and effectively prioritising competing demands.
• Proficient in the use of Microsoft Office applications including Outlook, Word, and Excel (demonstrated by work examples).
• Experience of working on own initiative and working effectively as part of a busy team.

Desirable Skills

• Experience of housing administration either in the public or private sectors.
• Experience of using a Housing Management Information System to input and retrieve data and generate reports.

Further Information

Location: Head Office, Belfast. We’re passionate about the work we do, the difference we make within the communities in which we work and the potential impact we can make on society. We are always looking for people who share that passion and who want to make a meaningful difference. A career in social housing can, at times be a challenging one but the rewards outweigh any difficulties and challenges along the way. Every department and every team member has the potential to make a real difference. Our benefits to you include: Generous employer pension contribution of 15.5 percent for 2026-27. Salaries are reviewed annually and increased in accordance with our Remuneration Policy. Up to 28 days annual leave with 12 customary holidays per annum. Private Medical Insurance. Health Cashback Plan. Flexi time. Hybrid working (3 days office; 2 days at home). 24-7 Counselling Service. And a range of other excellent work and family friendly policies. Completed application forms should be returned by 12:00 noon on Monday, 23 November 2026.