Complaints Investigator

ARCC CONSULTING LIMITED; Surrey; Hybrid; CAD 62,170 - 81,009; Full time

Benefits offered by this job

Free onsite gym

Free parking

Subsidised canteen

Life & health benefits

Job summary

ARCC CONSULTING LIMITED is seeking a Complaints Investigator for Surrey with a flexible work pattern combining office and home working. The role handles complaints in financial services, banking or insurance, communicating with customers by phone and in writing and ensuring timely, accurate resolutions.

You will investigate issues, escalate risks when needed, and uphold regulatory and corporate standards while delivering excellent service and maintaining strong customer relationships.

Qualifications

• Experience handling complaints in financial services, banking, or insurance.
• Strong communication skills.
• Ability to communicate effectively by phone and in writing.
• Proactive in professional development.
• Competent with MS Office.

Responsibilities

• Manage complaint cases with diligence, following standards and regulatory requirements.
• Communicate with customers by phone and in writing to maintain relationships.
• Investigate complaints using available resources and implement effective resolutions.
• Identify and escalate issues posing regulatory, reputational, or financial risks.

Skills

Complaints handling

Communication

Phone & Email

MS Office

Tools

MS Office

Job description

Complaints Investigator – Surrey & WFH

Salary: To £33,000 + average bonus c.£2,000 + pension contribution to £4,300

Office/WFH: 2 days office + 3 days WFH

Role Snapshot

Investigating, resolving & responding to complaints, communicating with customers both in writing and via telephone, identifying & escalating issues that may pose risks.

Company/Team

These two roles sit within a department of approximately 70 people and result from several external and internal movements. The company regularly promotes from within and then recruits into this role.

Key Responsibilities

• Manage assigned complaint cases with diligence, adhering to business standards & regulatory requirements, ensuring each case is handled professionally & efficiently.
• Communicate with customers proactively and empathetically, both over the phone and in writing, to foster positive relationships and enhance customer satisfaction.
• Utilise all available resources and information to thoroughly investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
• Identify and elevate issues that may pose regulatory, reputational, or financial risks, ensuring they are addressed swiftly and appropriately.

Skills / Experience Required

• Complaints experience within either Financial Services, Banking or Insurance.
• Strong communication skills.
• Confidence in liaising both in writing and via telephone with customers.
• Proactive in terms of professional development.
• Confidence with MS Office.

Benefits

• Free onsite gym.
• Free parking.
• Subsidised canteen.
• Various life & health benefits.
• Excellent benefits package including free onsite gym, free parking, subsidised canteen, and various life & health benefits.

A fabulous chance for those with complaints experience within Financial Services, Banking or Insurance to move to a company that takes employee development seriously.