Complaint Investigator LBS-010
Description
The Complaint Investigator (LBS-010) plays a pivotal role in ensuring that all complaints received by our organization are handled with the utmost professionalism and thoroughness. In this position, you will become an integral part of our Quality Assurance team, responsible for investigating complaints to ensure compliance with organizational policies and legal requirements. Your expertise in analytical thinking and attention to detail will be crucial as you gather evidence, interview complainants and witnesses, and compile comprehensive reports. The ideal candidate will have a strong understanding of complaint resolution processes and possess excellent communication skills to convey findings effectively to both internal stakeholders and external entities when required. This role also demands a high level of confidentiality and impartiality, as you will be working with sensitive information. You will be expected to stay updated on industry standards and practices related to complaint handling and resolution. Overall, the Complaint Investigator will contribute significantly to our commitment to continuous improvement, customer satisfaction, and organizational integrity, making this a rewarding position for motivated and dedicated individuals.
Responsibilities
Conduct thorough investigations of complaints received within specified timelines.
Gather and analyze evidence related to complaints, including documents, witness statements, and other relevant information.
Prepare detailed and accurate investigation reports summarizing findings and conclusions.
Collaborate with various departments to ensure effective resolutions are implemented based on investigation outcomes.
Maintain a comprehensive database of complaints and investigations for tracking and reporting purposes.
Ensure compliance with internal policies and external regulations throughout the complaint investigation process.
Provide recommendations for improvements based on recurring themes identified during investigations.
Requirements
Bachelor's degree in a related field such as Criminal Justice, Business Administration, or Human Resources.
Minimum of 3 years experience in complaint investigation, quality assurance, or a related field.
Strong analytical skills with the ability to assess complex information and derive logical conclusions.
Demonstrated ability to communicate effectively both orally and in written form, including report writing.
Exceptional interpersonal skills with the ability to maintain professionalism in sensitive situations.
Knowledge of applicable laws, regulations, and standards related to complaint handling.
Proficient in Microsoft Office Suite and experience with investigation management software.
Hours Per Week: 36.00
Start Time: 09:00
End Time: 17:00
Pay Per Hour: £22.83
Location: Southwark, South East London
Should you wish to apply for this job opportunity, please send an up to date CV.