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Complaints Investigator
Duration: 3 Months
Days: Monday – Friday
Time: 9am – 5pm
Location: W6
Pay Rate: £ 21.83
Hybrid Role: 3 days in the office 2 Days from home.
The initial duration of this job is three months, but there is potential for the company to extend the position or convert it into a permanent role, depending on performance and the company's requirements.
You’ll be responsible for investigating and resolving complaints in a fair and impartial manner.
With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation.
1. Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.
2. Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
3. Acknowledge and resolve complaints by project managing high quality responses.
4. Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
5. Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
6. Solve complex open and ongoing complaints.
7. Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution.
8. Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
9. Ensure that all compensation payments are processed and issued to complainants in adherence with our service standards.
10. Keep accurate notes on our in-house CRM system of all customer contact and details in relation to the complaint