Complaints Investigator

3 weeks ago


London, United Kingdom Service Care Full time

**Job title - **Complaints Investigator
**Location -**London W5 5TL
**Contract - **Temp Ongoing
**Hours** - 35 Hours Hybrid role

**The Role Summary**
Our client is looking for a Complaints Investigator to be responsible for investigating and resolving all stages of complaints in a fair and impartial manner.

**Your key duties within the role will include**:

- 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.
- Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
- Acknowledge and resolve complaints by project managing high quality responses.
- Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
- Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
- Solve complex open and ongoing complaints.
- Prepare comprehensive papers for stage 2 reviews using a pro-active approach, attending and organising case conferences when necessary and providing expert guidance around the complaint details to aid swift resolution.
- Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.

**Key requirements**
- Experience of handling complaints within a regulatory environment.
- Experience of administering a complaints or similar complex process.
- Excellent Customer Service.
- Excellent written and verbal communication.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.



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