At a Glance
- Tasks: Investigate complaints and engage with customers to resolve disputes fairly.
- Company: Join the New Homes Ombudsman Service, promoting high standards in the new homes sector.
- Benefits: Enjoy 33 days holiday, a pension scheme, and an extra day off for your birthday.
- Other info: Hybrid working available, with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping consumers navigate their new home experiences.
- Qualifications: Strong analytical skills, excellent communication, and attention to detail required.
The predicted salary is between 33043 - 40385 £ per year.
The New Homes Ombudsman Service (NHOS) provides free, independent dispute resolution for consumers who have purchased a new-build home from a developer registered with the New Homes Quality Board (NHQB).
We help ensure that complaints are handled fairly and impartially, promoting high standards across the new homes sector.
As we continue to grow, we're looking for an Investigator to join our team and play a key role in resolving disputes and delivering excellent customer outcomes.
About the role
This is a varied and rewarding position where you'll investigate complaints, review evidence, engage with customers and developers, and support early resolution wherever possible.
You'll manage your own caseload and help ensure complaints are handled fairly, efficiently and in line with the New Homes Quality Code.
Location
Hemel Hempstead (hybrid - 2 days a week in the office) or remote for the right candidate.
Hours
35 hours per week, Monday to Friday, 9am to 5pm.
- Some of the key responsibilities include
- Manage and investigate a caseload of complaints from initial review through to resolution.
- Assess evidence and gather additional information where required.
- Communicate with consumers, developers and other stakeholders.
- Identify opportunities to achieve an early resolution without the need for a formal Ombudsman decision.
- Prepare clear case records, recommendations and resolution agreements.
- Support the implementation of Ombudsman decisions and monitor outcomes.
- Contribute to the continuous improvement of our service.
About You
- We're looking for someone who can analyse information objectively, communicate confidently and manage competing priorities in a busy casework environment.
Essential Skills and Experience
- Experience analysing complex information and reaching balanced, evidence-based conclusions.
- Strong written and verbal communication skills.
- Excellent attention to detail and sound judgement.
- Ability to manage a varied workload and work independently.
- Proficiency in Microsoft Word, Excel and Outlook.
- Strong interpersonal skills with the ability to engage effectively with a range of stakeholders.
Why Join Us?
- 33 days holiday inc bank holidays
- Pension Scheme
- Additional day off for your birthday
• Plus many more!
NHOS is a stand-alone subsidiary of TDS Group, a not for profit organisation dealing primarily with tenancy deposits and disputes.
NHOS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society and our customers.
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Investigator in Hemel Hempstead employer: TDS
As a leading provider of tenancy deposit schemes and dispute resolution services, we pride ourselves on being an excellent employer that values employee growth and well-being. Our Hemel Hempstead office offers a supportive work culture with a hybrid working policy, competitive benefits including 33 days of holiday and private healthcare, and a commitment to equality and diversity, making it a rewarding place for those looking to make a meaningful impact in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Investigator in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TDS. 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 TDS 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 Investigator in Hemel Hempstead
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 TDS:Your cover letter is your chance to shine! Tell us why you want to work at TDS 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 TDS!
How to prepare for a job interview at TDS
✨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.
