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- Tasks: Investigate customer complaints and ensure fair outcomes through detailed case management.
- Company: Join a friendly motor finance company in Bracknell, dedicated to customer satisfaction.
- Benefits: Enjoy a hybrid work model after training, with three days in-office and two days remote.
- Why this job: Make a real impact by resolving customer issues and enhancing their experience.
- Qualifications: Experience in complaint resolution and letter writing is essential; financial services background is a plus.
- Other info: Initial 6-month contract with potential for extension; full training provided on-site.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a Complaints Investigator who is passionate about finding fair outcomes for customers. You will be loading the complaint onto the system, discussing points with the customer, collecting and reviewing evidence from systems to understand the situation in detail, and concluding the outcome in a final response letter.
You will be joining a welcoming team within a motor finance company in Bracknell where you will have a balance of working three days in office and two days from home each week once you have passed their training program.
What you’ll be doing as a Complaints Investigator:
- Taking ownership of a pipeline of complaint cases from start to resolution.
- Logging new complaints, loading customer cases onto the client system ensuring all details are entered correctly.
- Collecting and reviewing information from customers, dealers, motor manufacturers and repair garages.
- Checking if the client is liable for the issues and deciding on a support plan for the customer.
- Taking responsibility for queries/issues through to resolution.
- Deciding fair outcomes for both customers and the business.
- Writing templated outcome letters to the customer.
- Managing expectations of all internal and external customers.
We’re looking for a Complaints Investigator with:
- Previous experience reviewing complaints and finding fair outcomes.
- Previous final response letter writing experience.
- Confidence handling multiple workstreams.
- Strong attention to detail.
- Experience working within a financial services environment would be advantageous.
Hours: 37.5 hours a week Monday to Friday between the hours of 9am-5:30pm.
Location: Bracknell. This can reduce to 3 days a week in office and 2 days from home after training and sign off.
Contract: 6 months initially with opportunity to extend.
Training: On site full time for the first 4 – 6 weeks.
This role does not offer remote working so we will not be able to consider applicants that are not within a commutable distance to Bracknell.
If you’re excited to join a rewarding company as a Complaints Investigator, then please click apply online and upload an updated copy of your CV.
Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
To help you stay safe in your job search we will never ask for your bank details at the application stage.
Complaints Investigator employer: Candidate Source Ltd
Contact Detail:
Candidate Source Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Familiarise yourself with common complaints in the motor finance industry. Understanding typical issues and resolutions can help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Practice your communication skills, especially in writing. Since you'll be drafting templated outcome letters, being clear and concise will be crucial in conveying fair outcomes to customers.
✨Tip Number 3
Showcase your attention to detail by preparing examples of how you've successfully managed multiple workstreams in previous roles. This will highlight your ability to handle the demands of the position.
✨Tip Number 4
Network with professionals in the financial services sector. Engaging with others in the industry can provide insights into the role and may even lead to referrals or recommendations.
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 handling complaints and writing final response letters. Use specific examples that demonstrate your ability to find fair outcomes for customers.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and your attention to detail. Mention your previous experience in financial services if applicable, and explain why you are a good fit for the Complaints Investigator role.
Highlight Relevant Skills: In your application, emphasise skills such as problem-solving, communication, and the ability to manage multiple workstreams. These are crucial for the role and will help you stand out.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for this position.
How to prepare for a job interview at Candidate Source Ltd
✨Showcase Your Experience
Be prepared to discuss your previous experience in reviewing complaints and finding fair outcomes. Highlight specific examples where you successfully resolved issues, as this will demonstrate your capability for the role.
✨Master the Art of Letter Writing
Since writing templated outcome letters is a key part of the job, practice drafting clear and concise letters. Familiarise yourself with the tone and structure expected in professional correspondence to impress during the interview.
✨Demonstrate Attention to Detail
Attention to detail is crucial for a Complaints Investigator. During the interview, provide examples of how you've ensured accuracy in your work, especially when logging complaints or reviewing evidence.
✨Understand the Company Culture
Research the motor finance company and its values. Being able to articulate why you want to work there and how you align with their mission will show your enthusiasm and fit for the team.
