Complaints Investigator

Complaints Investigator
Location: London, W6 9EA
Salary: £28.77 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.

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 (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.