Senior Complaint Investigator

2 weeks ago


Eastleigh Hampshire, United Kingdom Workshop Recruitment Full time

The Senior Complaints Officer is dedicated to resolving customer complaints, both orally and in writing, in a timely manner. To support customers through the final stages of the internal complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.
You will handle and respond to regulator requests for information (enquires and investigation packs) and ensure that all information is collated and prepared to a good quality and provided within the required timeframe.
Become a customer experience expert and brand ambassador, providing the highest standard of customer service.
Conduct investigations into escalated complaints and reach an outcome based on the merits of each case, managing risk to the organisation.
Collate information in response to requests for information from regulators, presenting a good quality response to enquiries or investigations, ensuring that the appropriate sign off process is adhered to at all times.
Liaising and develop a working relationship with other Departments across the organisation and external stakeholders, including regulators, contractors, and local councillors.
Assist with any necessary feedback to individual colleagues, managers, or teams on avoidable complaints and/or escalations.
Identify systems, processes, policies, or training that may cause complaints or the escalation of complaints and suggest improvement opportunities.
Supporting the collation of reports and governance contributions, as required, on complex and escalated complaints.
Experience of working within a complaint handling role, with the ability to analyse complex complaints and customer feedback issues and evidence findings.
Customer focused, with a polite and empathetic telephone manner, and a genuine passion for excellent customer service.
A good working knowledge of Microsoft office packages including Outlook, Word and Excel.



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