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- Tasks: Investigate and resolve complaints while providing excellent customer service.
- Company: Join a large Housing Association dedicated to fair complaint resolution.
- Benefits: Enjoy hybrid working with two days in the office and competitive pay rates.
- Why this job: Make a real impact by helping residents and improving their experiences.
- Qualifications: Experience in handling Stage 1 complaints is essential; Stage 2 experience is a plus.
- Other info: Be part of a supportive team focused on customer satisfaction and resolution.
Large Housing Association requires a Complaints Investigator to analyse and resolve complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. Experience of responding to Stage 1 complaints is vital and experience of handling Stage 2 would be beneficial. Based in Hammersmith – hybrid working with Wednesday and Thursday in the office.
Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.
* You will be expected to provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.
* You will demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
* You will acknowledge and resolve complaints by project managing high quality responses.
* You will take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
* Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
* Solve complex open and ongoing complaints.
* Prepare comprehensive papers for stage 2 reviews using a pro-active approach, providing expert guidance around the complaint details to aid swift resolution.
* Provide high level written responses in line with the understanding of a regulatory approach to complaint handling. xiskglj
* Ensure that all compensation payments are processed and issued to complainants in adherence with our service standards.
* Keep accurate notes on our in-house CRM system of all customer contact and details in relation to the complaint
PAYE rate £22.27 & Umbrella rate £29.45
Complaints Investigator employer: TRI Consulting Ltd
Contact Detail:
TRI Consulting Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Familiarise yourself with the regulatory framework surrounding complaint handling. Understanding the specific timescales and requirements will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Prepare examples from your past experience where you've successfully resolved complaints, especially at Stage 1. Be ready to discuss these scenarios in detail, highlighting your problem-solving skills and customer service approach.
✨Tip Number 3
Research the housing association's values and service standards. Tailoring your conversation to reflect their ethos during interviews can show that you're a great cultural fit for the team.
✨Tip Number 4
Practice your communication skills, both verbal and written. Since the role involves interacting with complainants and preparing comprehensive responses, being articulate and clear will set you apart from other candidates.
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, particularly Stage 1 and Stage 2 complaints. Emphasise your skills in customer service and case management to align with the job requirements.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the key responsibilities of the Complaints Investigator role. Mention your understanding of regulatory timescales and your commitment to providing excellent customer service.
Showcase Your Investigation Skills: In your application, provide examples of how you have successfully managed complaints in the past. Highlight your ability to conduct thorough investigations and your experience in preparing comprehensive responses.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors or inconsistencies. A well-presented application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at TRI Consulting Ltd
✨Understand the Regulatory Framework
Familiarise yourself with the regulatory timescales and deadlines related to complaint resolution. Being able to discuss these during your interview will demonstrate your knowledge and preparedness for the role.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in previous roles. Highlight your ability to handle complaints effectively and empathetically, as this is crucial for the position.
✨Demonstrate Case Ownership
Be ready to discuss how you take ownership of complaints from start to finish. Share specific instances where you managed a case and ensured timely communication with the complainant.
✨Prepare for Scenario Questions
Anticipate questions that may involve complex complaint scenarios. Think through how you would approach resolving these issues, focusing on your problem-solving skills and proactive strategies.
