Complaints Investigator

Candidate Source; Bracknell; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading motor finance company based in Bracknell is seeking a Complaints Investigator to resolve customer complaints. In this role, you will manage complaints, review customer cases, and determine fair outcomes. The ideal candidate has experience in complaint investigation and financial services. The position offers a hybrid work model after training, with 37.5 hours per week from Monday to Friday.

Benefits

Parking available

Qualifications

• Previous experience in complaint investigation or remediation activity required.
• Confidence in managing multiple cases and resolving queries.
• Experience in a financial services environment is advantageous.

Responsibilities

• Take ownership of complaint cases from start to resolution.
• Log new complaints accurately in the client system.
• Collect and review information from customers regarding their agreements.
• Decide fair outcomes for customers and the business.
• Write templated outcome letters to customers.

Skills

Complaint investigation

Attention to detail

Handling multiple workstreams

Job description

Overview

We are looking for a Complaints Investigator who is passionate about finding fair outcomes for customers.

You will be loading motor finance complaints onto the system, discussing points with the customer, collecting and reviewing evidence from systems to understand the situation in detail, and concluding the outcome in a final response letter.

You will be joining a welcoming team within a motor finance company in Bracknell where you will have a balance of working three days in office and two days from home each week once you have passed their training program.

Responsibilities

• Taking ownership of a pipeline of complaint cases from start to resolution.
• Logging new complaints, loading customer cases onto the client system ensuring all details are entered correctly.
• Collecting and reviewing information from customers regarding their motor finance agreement.
• Taking responsibility for queries/issues through to resolution.
• Deciding fair outcomes for both customers and the business.
• Writing templated outcome letters to the customers.
• Managing expectations of all internal and external customers.

Requirements / Qualifications

• Previous experience in complaint investigation or remediation activity.
• Previous financial services experience.
• Confidence handling multiple workstreams.
• Strong attention to detail.
• Experience working within a financial services environment would be advantageous.

Hours, Location & Conditions

• Hours: 37.5 hours a week, Monday to Friday between 9am-5:30pm.
• Location: Bracknell. This can reduce to 3 days a week in office and 2 days from home after training and sign off.
• Parking: Yes
• Contract: 3 months initially with opportunity to extend.
• Training: On site full time for the first 4 - 6 weeks.
• This role does not offer remote working, so applicants must be within a commutable distance to Bracknell.

Application & Compliance

If you're excited to join a rewarding company as a Complaints Investigator, then please click apply online and upload an updated copy of your CV.

Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

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