At a Glance
- Tasks: Investigate and resolve complaints fairly while managing customer interactions.
- Company: Large Housing Association committed to excellent service.
- Benefits: Competitive PAYE rate, hybrid working, and a supportive team environment.
- Other info: Opportunity for personal growth in a dynamic and impactful role.
- Why this job: Make a real difference by helping residents and improving their experiences.
- Qualifications: Experience in handling Stage 1 complaints; Stage 2 experience is a plus.
The predicted salary is between 48000 - 63000 £ per year.
Large Housing Association requires a Complaints Investigator to analyse and resolve complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation.
Experience of responding to Stage 1 complaints is vital and experience of handling Stage 2 would be beneficial. Based in Hammersmith - hybrid working with Wednesday and Thursday in the office.
You will be expected to 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. You will demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
You will acknowledge and resolve complaints by project managing high quality responses. You will 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.
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 complainants in adherence with our service standards. Keep accurate notes on our in-house CRM system of all customer contact and details in relation to the complaint.
Complaints Investigator employer: Broughton Group
As a leading Housing Association, we pride ourselves on fostering a supportive and inclusive work environment in Hammersmith, where our Complaints Investigators play a crucial role in enhancing customer satisfaction. With hybrid working options and a commitment to employee development, we offer opportunities for growth and training, ensuring that our team members are equipped to handle complaints effectively while maintaining high service standards. Join us to make a meaningful impact in the community while enjoying a collaborative culture that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Broughton Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Broughton Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Broughton Group:Your cover letter is your chance to shine! Tell us why you want to work at Broughton Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Broughton Group!
How to prepare for a job interview at Broughton Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
