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Complaints Investigator

Service Care Solutions - Housing
Posted 14 days ago, valid for 10 days
Location

London, Greater London W6 9YA, England

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • The role of Complaints Investigator is available in London with a salary of £28.77 per hour on a temporary contract lasting 3 months.
  • Candidates are expected to have experience in complaint handling, preferably within the housing sector.
  • The position involves investigating and resolving complaints, managing complex cases, and delivering high-quality written responses.
  • Strong communication skills and proficiency with CRM systems are essential for success in this role.
  • The working hours are from 9:00 am to 5:00 pm with a hybrid model requiring a minimum of 3 days in the office.
Complaints InvestigatorLocation: London, W6 9EASalary: £28.77 per hour (LTD)Hours: 9:00 am - 5:00 pm, Hybrid (minimum 3 days in the office)Contract Type: Temporary 3 months ongoingAbout 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.Complaints InvestigatorLocation: London, W6 9EASalary: £26.77 per hour (LTD)Hours: 9:00 am - 5:00 pm, Hybrid (minimum 3 days in the office)Contract Type: Temporary (Inside IR35)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.

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

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