Complaints Investigator

Job Title: Complaints Investigator
Locations: London W6,
Contract Type: 3 months temporary
Work Pattern: Monday-Friday 35 hours per week
Start Date: ASAP

The Role Summary

This is a hybrid role with minimum of three days in the office. We are looking for a skilled and empathetic Complaints Investigator to join our team and play a pivotal role in ensuring fair and impartial complaint resolutions. You will take ownership of complaints from start to finish, conducting thorough investigations and delivering high-quality responses that meet regulatory standards. This role requires strong communication, organisational, and problem-solving skills, as well as a customer-focused approach to ensure a positive outcome for all parties involved.

Your key duties within the role will include:

Provide outstanding customer service when interacting with complainants via correspondence, phone, or in person, adhering to service standards and meeting diverse customer needs. Demonstrate a commitment to resolution-focused service, striving to resolve complaints effectively at the first stage. Take ownership of complaints from initiation to closure, keeping customers regularly informed about progress. Conduct comprehensive investigations using all available information and documentation, ensuring fairness and impartiality in your approach. Acknowledge and resolve complaints by project-managing high-quality responses tailored to the individual needs of customers. Address and resolve complex, ongoing complaints with a proactive and solution-oriented mindset. Prepare detailed documentation for stage 2 reviews, providing expert guidance to facilitate swift resolutions. Draft high-level written responses that align with regulatory guidelines and standards for complaint handling. Process and issue compensation payments promptly, ensuring adherence to established service standards. Maintain accurate and detailed records of all interactions and updates related to complaints in the CRM system.

Key requirements

Proven experience in complaints handling, customer service, or a similar role. Sound understanding of regulatory timescales and deadlines for complaint resolution. Strong written and verbal communication skills, with the ability to draft clear and professional correspondence. Exceptional organisational skills and the ability to manage multiple cases simultaneously. Empathy and a customer-focused approach, with a commitment to understanding and addressing customer concerns. Attention to detail and the ability to analyse complex information to reach fair outcomes. Proficiency in using CRM systems and maintaining accurate records.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk