Description:
We are looking for a Complaints Investigator to join our exceptional complaints division. This role will be responsible for investigating and resolving all stages of complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complex complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. Duties extend to dealing with all cases that are referred to the Housing Ombudsman Service. Ultimately there should be a focus on resolving complaints fairly and providing a high-level customer experience.
More About The Role
Responsibilities will also include:
- Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer
- Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage
- Acknowledge and resolve complaints by project managing high quality responses
- Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress
- Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents
- Solve complex open and ongoing complaints
- Prepare comprehensive papers for stage 2 reviews using a pro-active approach, attending and organising case conferences when necessary and providing expert guidance around the complaint details to aid swift resolution
- Provide high level written responses in line with the understanding of a regulatory approach to complaint handling
- Ensure that all compensation payments are processed and issued to customers in adherence with our service standards
- Keep accurate notes on Dynamics (CRM) of all customer contact and details in relation to the complaint
- Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers
- Work with customers, customer representatives and other partners to manage and improve our external profile and reputation for excellent complaint management and learning
More About You
- Demonstrable experience of complaint handling within a regulatory environment
- Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at Board/Director Level
- Educated to GCSE level or equivalent in Math’s and English (Grades A*- C)
- Experience of managing complaints from the first stage to through to the more complex regulatory responses
- Proven track record of delivering exceptional Customer Service
- Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm and professional
- Excellent verbal and written communication and interpersonal skills to assist in mitigating risk for the organisation with complaint management