G MASS Consulting

Complaints Operations Administrator – School Leaver

G MASS Consulting

contract

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 £22,000 per year

About the role

  • Manage the central complaints inbox, monitoring and actioning incoming emails within agreed timeframes.
  • Log and categorise complaints and related emails so they can be routed and actioned efficiently.
  • Enter and maintain accurate case information within CareSmart (external system), updating status and tasks as required.
  • Track case‑related tasks and diarised actions, ensuring items are completed ahead of due dates.
  • Draft and send clear, professional emails to internal stakeholders and external partners, and follow up where responses or information are outstanding.
  • Support the team in ensuring all complaints activities are completed within FCA and Lloyd’s regulatory timeframes to avoid breaches and potential penalties.
  • Escalate issues or risks promptly where deadlines may be missed or information is incomplete.
  • Contribute to basic MI/record‑keeping (e.g. maintaining trackers or spreadsheets) to support oversight and reporting.

Requirements

  • Strong organisational skills and the ability to manage a high volume of emails and tasks.
  • Clear sense of urgency and the ability to recognise and prioritise time‑critical work.
  • High attention to detail and accuracy when entering and updating data.
  • Confident written communication, particularly via email.
  • Proactive mindset – comfortable chasing outstanding information and keeping actions moving.
  • Reliable, professional and able to work with confidential information.
  • Comfortable using Microsoft Outlook, Excel and other basic office systems.
  • Any prior office, customer‑service or administrative experience (e.g. part‑time work, internships).
  • An interest in financial services, insurance or regulation.
Benefits
  • Salary: £22,000 per annum
  • Full‑time: 5 days per week.
  • Hybrid: 2 days per week in the London office (Lloyd’s/London Market environment), 3 days working from home.
  • 6‑month fixed‑term contract with room to extend for strong performers, and the potential to develop into broader operations roles over time.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data entrycase managementrecord-keepingcomplaints managementemail management
Soft Skills
organisational skillsattention to detailwritten communicationproactive mindsettime management