Independent Investigation Officer

3 weeks ago


Teddington, United Kingdom Liquid Full time

We are seeking an Independent Investigation Officer to join our team at Liquid in Southwest London. This is an exciting opportunity to work as a Complaints Resolution Manager, where you will play a key role in delivering first-class customer service and resolving complex complaints.

As a Complaints Resolution Manager, you will manage and carry out independent investigations into complex cases and formal complaints throughout the customer journey to resolution. You will ensure that complaints are correctly acknowledged and responded to in line with the Housing Ombudsman Complaints Handling Code and Complaints Policy.

This is a fixed term contract or ongoing temp position, paying £32,932 per annum (temp equivalent) with hybrid working arrangements. Interviews will be taking place this week, so if this opportunity interests you, please apply today.

The successful candidate will have experience of dealing with complex case management and using a Customer Relationship Management (CRM) system. They will also possess excellent communication skills and be able to work effectively with senior stakeholders across the business.

You will work closely with other teams to respond to enquiries from Councillors, MPs, and the Housing Ombudsman within agreed timescales. You will identify any trends within the complaints process and raise these with the Complaints and Complex Case Manager to prevent further complaints and service failure.

In addition to your technical skills and experience, you will bring a customer-centric approach to your work, ensuring that a great response is provided to customers in line with the Housing Ombudsman Complaint Handling Code and Complaints policy.


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