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: Investigate and resolve complaints within regulatory timescales and deadlines. Take full ownership of complaints, conducting comprehensive investigations and providing timely updates to customers. Deliver high-quality written responses, ensuring regulatory compliance in complaint handling. Manage complex and ongoing complaints, preparing thorough documentation for Stage 2 reviews. Provide exceptional customer service via correspondence, phone, or in-person interactions. Process and issue compensation payments adhering to service standards. 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.
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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: Investigate and resolve complaints within regulatory timescales and deadlines. Take full ownership of complaints, conducting comprehensive investigations and providing timely updates to customers. Deliver high-quality written responses, ensuring regulatory compliance in complaint handling. Manage complex and ongoing complaints, preparing thorough documentation for Stage 2 reviews. Provide exceptional customer service via correspondence, phone, or in-person interactions. Process and issue compensation payments adhering to service standards. 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.
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