At a Glance
- Tasks: Investigate and resolve complaints with a focus on customer satisfaction and regulatory standards.
- Company: Large Housing Association committed to fair complaint resolution.
- Benefits: Competitive pay, hybrid working, and opportunities for personal growth.
- Other info: Dynamic role with a commitment to excellent customer service.
- Why this job: Make a real difference by helping residents and improving their experiences.
- Qualifications: Experience in handling Stage 1 complaints; Stage 2 experience is a plus.
The predicted salary is between 48000 - 63000 € per year.
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.
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.
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.
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.
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.
Case Handler / Investigator in London employer: TRI Consulting
As a leading Housing Association, we pride ourselves on fostering a supportive and inclusive work environment in Hammersmith, where our employees are empowered to take ownership of their roles. With a strong commitment to professional development, we offer extensive training and growth opportunities, alongside a hybrid working model that promotes work-life balance. Join us to make a meaningful impact in the community while enjoying competitive pay and a culture that values customer service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Case Handler / Investigator in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Case Handler, you'll need to interact with complainants regularly. Role-play scenarios with friends or family to boost your confidence and ensure you can handle tricky situations with ease.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can significantly increase your chances of landing the job.
✨Tip Number 4
Don't forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Case Handler / Investigator in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Case Handler role. Highlight your experience with Stage 1 and Stage 2 complaints, and show us how you can provide that excellent customer service we value.
Showcase Your Investigation Skills:In your application, give us examples of how you've taken ownership of complaints in the past. We want to see your ability to analyse information and resolve issues fairly and impartially.
Be Clear and Concise:When writing your responses, keep them straightforward and to the point. We appreciate high-level written communication, so make sure your application reflects that clarity and professionalism.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at TRI Consulting
✨Know Your Complaints Process
Familiarise yourself with the complaints handling process, especially the regulatory timescales and deadlines. Be ready to discuss how you would manage a complaint from start to finish, demonstrating your understanding of both Stage 1 and Stage 2 responses.
✨Showcase Your Customer Service Skills
Prepare examples that highlight your ability to provide excellent customer service. Think about times when you've resolved issues for customers, particularly in challenging situations, and be ready to share these stories during the interview.
✨Demonstrate Ownership and Accountability
Be prepared to talk about how you take ownership of cases. Discuss your approach to keeping complainants informed and how you ensure timely responses. This will show your commitment to providing a resolution-based service.
✨Practice Your Written Communication
Since high-level written responses are crucial for this role, practice drafting clear and concise responses to hypothetical complaints. Bring examples of your written work if possible, as this can demonstrate your ability to communicate effectively in writing.
