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- Tasks: Investigate customer complaints and ensure fair outcomes while managing cases from start to finish.
- Company: Join a friendly motor finance company in Bracknell focused on 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 contributing to a positive company culture.
- 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 28800 - 43200 £ 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.
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.
Complaints Investigator in Reading employer: Candidate Source
Contact Detail:
Candidate Source Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator in Reading
✨Tip Number 1
Familiarise yourself with the common types of complaints in the motor finance sector. Understanding the typical issues customers face will help you demonstrate your knowledge during interviews and show that you're ready to take ownership of complaint cases.
✨Tip Number 2
Brush up on your letter writing skills, especially for templated responses. Being able to articulate fair outcomes clearly and professionally is crucial, so practice drafting response letters that balance empathy with clarity.
✨Tip Number 3
Highlight any experience you have in managing multiple workstreams. This role requires juggling various complaints simultaneously, so be prepared to discuss how you've successfully handled similar situations in the past.
✨Tip Number 4
Network with professionals in the financial services industry. Engaging with others who have experience in complaints handling can provide valuable insights and may even lead to referrals or recommendations for the role.
We think you need these skills to ace Complaints Investigator in Reading
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 and how it relates to the role of Complaints Investigator.
Highlight Relevant Skills: In your application, emphasise skills such as multi-tasking, communication, and problem-solving. These are crucial for managing multiple workstreams and ensuring customer satisfaction.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. Attention to detail is key in this role, and your application should reflect that quality.
How to prepare for a job interview at Candidate Source
✨Show Your Passion for Fair Outcomes
Make sure to express your enthusiasm for finding fair resolutions during the interview. Share examples from your past experiences where you successfully navigated complex complaints and achieved positive outcomes for customers.
✨Demonstrate Attention to Detail
Since this role requires strong attention to detail, be prepared to discuss how you ensure accuracy when logging complaints and reviewing evidence. You might want to mention specific methods or tools you use to maintain high standards in your work.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you had to manage multiple complaints simultaneously and how you prioritised tasks to meet deadlines while maintaining quality.
✨Familiarise Yourself with Financial Services
If you have experience in financial services, highlight it during the interview. If not, take some time to research the industry and understand common issues faced by customers in this sector, as it will show your commitment to learning and adapting.
