At a Glance
- Tasks: Investigate and manage complex complaints to improve customer experience.
- Company: Leading housing organisation focused on customer satisfaction.
- Benefits: Competitive salary, car allowance, and opportunities for professional growth.
- Other info: Join a dynamic team with a commitment to service improvement.
- Why this job: Make a real difference in people's lives by resolving their issues.
- Qualifications: Experience in complaint investigation and strong analytical skills required.
The predicted salary is between 36000 - 44000 £ per year.
Hamilton Woods Associates are currently recruiting for an experienced Complaints Investigator to join a Customer Experience Team within a leading housing organisation.
Duties and Responsibilities:
- Manage complex and high-risk Stage 1 and Stage 2 complaints
- Investigate complaints across housing management, repairs, ASB, tenancy and customer services
- Review case records, tenancy files, CRM information, contractor records and correspondence
- Identify service failures, recurring issues and areas for improvement
- Complete root cause analysis and make recommendations
- Prepare clear, detailed investigation reports and responses
- Work with internal teams to ensure learning and service improvements are implemented
Essential Requirements:
- Experience investigating complex complaints, casework or escalated customer issues
- Strong report writing and analytical skills
- Experience working within social housing, local government, customer services or another regulated sector
- Ability to analyse evidence and make objective recommendations
- Experience managing difficult conversations and challenging situations
- Strong understanding of policies, procedures and regulatory requirements
- Excellent attention to detail and organisational skills
- Strong communication and stakeholder management skills
- Ability to work independently and maintain objectivity
To be considered for this role, please contact Alice Wright - Senior Recruitment Consultant at Hamilton Woods or apply online with a covering note outlining your experience and suitability. Due to the high level of applications, if you have not heard back from HWA within 7-10 days, please assume your application has been unsuccessful.
Complaints Investigator in Birmingham employer: Hamilton Woods Careers
Hamilton Woods Associates is an excellent employer, offering a supportive work culture that values collaboration and communication. With the flexibility of working from home for three days a week and opportunities for professional growth within the social housing sector, employees can enjoy a balanced work-life while making a meaningful impact in their community. The Trafford location provides a vibrant environment, enhancing both personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hamilton Woods Careers. 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 Hamilton Woods Careers 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 in Birmingham
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 Hamilton Woods Careers:Your cover letter is your chance to shine! Tell us why you want to work at Hamilton Woods Careers 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 Hamilton Woods Careers!
How to prepare for a job interview at Hamilton Woods Careers
✨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.
