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- Tasks: Investigate and resolve complaints, ensuring excellent customer service.
- Company: Join a housing association dedicated to outstanding customer experiences.
- Benefits: Enjoy hybrid working, competitive pay, and a supportive team environment.
- Why this job: Make a real impact by helping diverse communities and enhancing customer satisfaction.
- Qualifications: Experience in complaint handling and strong communication skills required.
- Other info: Temporary contract with potential for ongoing opportunities.
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:
- 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.
Complaints Investigator employer: Service Care Solutions
Contact Detail:
Service Care Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Familiarise yourself with the housing sector and its regulations. Understanding the specific challenges and legal frameworks involved in complaints handling will give you an edge during interviews.
✨Tip Number 2
Prepare examples of past experiences where you've successfully resolved complaints. Be ready to discuss your approach, the steps you took, and the outcomes, as this will demonstrate your capability in handling similar situations.
✨Tip Number 3
Showcase your communication skills by practising how you would explain complex issues clearly and concisely. This is crucial for a role that involves delivering high-quality written responses and engaging with customers directly.
✨Tip Number 4
Research our company values and customer service philosophy. Aligning your answers and examples with our commitment to outstanding customer experience will help you stand out as a candidate who fits well with our team.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaint handling, particularly within housing or similar sectors. Use specific examples that demonstrate your ability to manage multiple cases and meet deadlines.
Craft a Strong Cover Letter: Write a cover letter that showcases your strong written communication skills. Explain why you are passionate about customer service and how your experience aligns with the responsibilities of a Complaints Investigator.
Highlight Regulatory Knowledge: In your application, mention any familiarity with regulatory compliance in complaint handling. This will show that you understand the importance of adhering to guidelines and can deliver high-quality responses.
Showcase Customer Service Skills: Emphasise your customer-focused approach in both your CV and cover letter. Provide examples of how you've delivered exceptional customer service in previous roles, whether through correspondence, phone, or in-person interactions.
How to prepare for a job interview at Service Care Solutions
✨Showcase Your Complaint Handling Experience
Be prepared to discuss your previous experience in complaint handling, especially within housing or similar sectors. Highlight specific examples where you successfully resolved complaints and the methods you used to ensure customer satisfaction.
✨Demonstrate Strong Communication Skills
Since this role requires excellent written and verbal communication, practice articulating your thoughts clearly. You might be asked to provide a written response during the interview, so be ready to showcase your writing skills.
✨Familiarise Yourself with CRM Systems
As proficiency with CRM systems is essential, make sure you understand how these systems work. If possible, mention any specific CRM software you have used in the past and how it helped you manage customer interactions effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to manage multiple cases under tight deadlines and how you prioritised tasks to meet regulatory timescales.
