Complaints Investigator / Escalation Caseworker / Stage 2

a2dominion; Greater London, Ealing; Hybrid; GBP 53,000 - 56,000; Full time

Job description

Stage 2 Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills is required to join our Complaints Division team at A2Dominion.

SALARY: £53,256 - £56,000 pro rata (DOE) + Generous Benefits (see below)

LOCATION: Hybrid working – partly from the office in Ealing (W5), and the remaining time from home

JOB TYPE: Full-Time, 12 Month Fixed Term Contract

WORKING HOURS: 35 hours per week, Monday to Friday

JOB OVERVIEW

We have a fantastic new job opportunity for a Stage 2 Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills.

Working as the Stage 2 Complaints Investigator / Escalation Caseworker you will be part of a dedicated Complaints division and will be tasked with investigating and resolving all Stage 2 complaints, in a fair & impartial manner.

As the Stage 2 Complaints Investigator / Escalation Caseworker you will have a sound understanding of the regulatory timescales, and deadlines, associated with complex complaint resolution, and will be required to take case ownership (until resolution) and conduct a comprehensive investigation, using all available information and documentation, including leading case reviews of the complaint process at Stage 1.

DUTIES

1. Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to the service standards and meeting the diverse needs of the customer.
2. Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, understanding that Stage 2 is the final stage for resolution.
3. Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
4. Ensure complaints are responded to in a timely and customer-friendly way considering the needs of the individual residents.
5. Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
6. Ensure that all compensation payments are processed and issued to complainants in adherence with their service standards.
7. Keep accurate notes on Dynamics (CRM) of all customer contact and details in relation to the complaint.
8. Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers.
9. Work with customers, customer representatives and other partners to manage and improve the organisation’s external profile and reputation for excellent complaint management and learning.

CANDIDATE REQUIREMENTS

1. Degree or HNC in related field or equivalent experience in a customer service environment.
2. Experience of investigation and resolution of complex and multi-faceted complaints in a regulated environment, taking ownership up to resolution.
3. Solid demonstrable experience of delivering exceptional Customer Service in a regulatory environment.
4. Excellent verbal and written communication and interpersonal skills with demonstrable experience of complex letter writing.
5. Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved.
6. Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm, professional and sensitive and acting as an ambassador at all times.
7. Good working knowledge and experience of IT packages/software (Microsoft Office, Outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness.

BENEFITS

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service.
• Up to 8% contributory pension.
• Flexible working.
• Investment in your learning and development.
• Cycle to Work Scheme.
• Generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.

NO AGENCIES PLEASE

APPLY TODAY…

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-C13224

This job is being advertised by AWD online on behalf of a2dominion Group Ltd.