Complaints Investigator

Service Care Solutions Ltd; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Complaints Investigator to join their Customer Insight and Experience team. This role is crucial for delivering exceptional customer service by investigating and resolving complaints fairly and efficiently. You will take ownership of complaints, ensuring compliance with regulatory standards while providing timely updates to customers. If you are passionate about enhancing customer experiences and have a strong background in complaint handling, this opportunity is perfect for you. Join a team committed to serving diverse communities and making a positive impact.

Qualifications

• Experience in complaint handling, preferably within housing or similar sector.
• Strong communication skills and ability to manage multiple cases.

Responsibilities

• Investigate and resolve complaints within regulatory timescales.
• Deliver high-quality written responses ensuring compliance.
• Manage complex complaints and maintain accurate records.

Skills

Complaint Handling

Written Communication

Verbal Communication

Time Management

Customer Service

Tools

CRM Systems

Job description

Complaints Investigator
Location: London, W6 9EA
Salary: £26.77 per hour (LTD)
Hours: 9:00 am - 5:00 pm, Hybrid (minimum 3 days in the office)
Contract Type: Temporary 3 months ongoing

About the Role:
We are recruiting a Complaints Investigator for a housing association, working within the Customer Insight and Experience team under the Operations Directorate. This is a vital role in ensuring excellent customer service by investigating and resolving complaints fairly and efficiently.

Key Responsibilities:

1. Investigate and resolve complaints within regulatory timescales and deadlines.
2. Take full ownership of complaints, conducting comprehensive investigations and providing timely updates to customers.
3. Deliver high-quality written responses, ensuring regulatory compliance in complaint handling.
4. Manage complex and ongoing complaints, preparing thorough documentation for Stage 2 reviews.
5. Provide exceptional customer service via correspondence, phone, or in-person interactions.
6. Process and issue compensation payments adhering to service standards.
7. Maintain accurate and detailed records on the CRM system for all customer interactions.

Requirements:

• Experience in complaint handling, preferably within housing or a similar sector.
• Strong written and verbal communication skills.
• Ability to manage multiple cases and meet strict deadlines.
• Proficiency with CRM systems and a customer-focused approach.

Why Join Us?
We are committed to delivering an outstanding customer experience. By joining our team, you’ll contribute to a fair and resolution-driven service that meets the needs of diverse communities.