At a Glance
- Tasks: Review and assess complaints, ensuring fair and compliant investigations.
- Company: Join a dynamic housing sector team in London.
- Benefits: Competitive pay, hybrid work model, and potential for permanent position.
- Other info: Opportunity for career growth in a supportive environment.
- Why this job: Make a real difference by resolving complaints and improving services.
- Qualifications: Experience in complaint handling and strong analytical skills required.
Greetings of the day. Dear job seeker, please apply to below vacancy if it interests you.
We're looking for Complaints Reviewer.
Sector: Housing
Location: London
The Role at a Glance:
- Job Overview:
- Job Role: Complaints Reviewer
- Location: London, W6
- Duration: 3 months temp / Hybrid (2 office days, Wednesdays & Thursdays)
- Hours: M-F 9am - 5pm (35 hours per week, with a 1-hour unpaid lunch break)
- Payrate: £25.27 PAYE or £33.42 umbrella
- Start date: ASAP
Responsibilities:
- Lead on reviewing stage 2 complaints, conducting thorough assessments of stage 1 investigations to ensure they have been comprehensive, fair and compliant with regulatory requirements.
- Advise on the appropriate level of rigor required for stage 2 reviews, ensuring investigations are proportionate to the complexity and significance of the complaint.
- Make independent, evidence-based decisions on complaint outcomes, compensation levels and other remedies in line with organisational policy and regulatory guidance.
- Ensure all stage 2 reviews are completed within regulatory timescales and meet the standards set out in the Housing Ombudsman Service Complaint Handling Code.
- Take ownership of stage 2 reviews from acknowledgement to closure, keeping residents regularly informed of progress and explaining decisions clearly and sensitively.
- Resolve complex, ongoing complaints through comprehensive review, identifying where service failures have occurred and determining appropriate redress.
- Draft comprehensive, high-quality response letters that demonstrate a thorough review, balanced decision making and clear reasoning.
- Maintain accurate and detailed records on the organisation's CRM system of all customers contact, evidence reviewed and decisions made in relation to complaints.
Qualifications:
- This role is subject to a basic criminal record check.
- Demonstrable experience of complaint handling within a regulatory environment, managing cases through to resolution.
- Proven experience reviewing the quality of complaint investigations and assessments conducted by others.
- Experience working with compensation frameworks and making evidence-based decisions on appropriate redress levels.
- Excellent written communication skills with the ability to draft comprehensive, clear and balanced response letters and reports for senior audiences.
- Advanced analytical skills with the ability to assess investigation quality, identify gaps in evidence and determine appropriate next steps.
- Confident decision-making ability with sound judgement on complaint outcomes, compensation levels and organisational risk.
- Intermediate IT and systems skills including Microsoft Office.
Job Scope & Career Path:
This is a temporary to permanent position for the right candidate and will progress as the job and development moves forward.
Please click apply to register your interest or call our RGSetsquare London office.
Eden Brown is acting as an Employment Business in relation to this vacancy.
Complaint Reviewer in Brentford employer: RG Setsquare
RG Setsquare is an excellent employer, offering a dynamic work environment where experienced professionals can thrive in the electricity infrastructure sector. With a focus on safety and compliance, employees benefit from competitive remuneration, opportunities for professional growth, and the chance to work on impactful projects across the UK. The company's commitment to fostering a collaborative culture ensures that every team member feels valued and empowered to contribute to the success of the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Reviewer in Brentford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RG Setsquare. 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 RG Setsquare 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!
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 RG Setsquare:Your cover letter is your chance to shine! Tell us why you want to work at RG Setsquare 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 RG Setsquare!
How to prepare for a job interview at RG Setsquare
✨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.
