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 a 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.
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