At a Glance
- Tasks: Investigate and resolve complaints fairly while managing customer interactions.
- Company: Large Housing Association in London with a commitment to excellent service.
- Benefits: Hybrid working model, competitive PAYE rate, and opportunities for professional growth.
- Other info: Dynamic role with a focus on customer satisfaction and resolution.
- 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.
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 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. 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.
Complaints Investigator. Job in London LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
As a leading Housing Association based in Hammersmith, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee growth and development. Our hybrid working model allows for flexibility while ensuring that our Complaints Investigators are equipped with the tools and resources needed to deliver exceptional customer service. Join us to make a meaningful impact in the community while enjoying competitive pay and a commitment to your professional advancement.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator. Job in London LilyLifestyle Jobs
✨Tip Number 1
Get to know the company culture before your interview. Research their values and mission, and think about how your experience aligns with them. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 2
Practice your responses to common interview questions, especially those related to handling complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your problem-solving skills effectively.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company is the right fit for you. Plus, it’s a great way to keep the conversation going!
✨Tip Number 4
After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind as they make their decision.
We think you need these skills to ace Complaints Investigator. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Investigator role. Highlight your experience with Stage 1 and Stage 2 complaints, and show us how you can analyse and resolve issues effectively.
Showcase Your Customer Service Skills:We want to see your commitment to excellent customer service! Share examples of how you've interacted with complainants in a friendly and professional manner, and how you’ve kept them informed throughout the process.
Demonstrate Your Investigative Skills:In your application, let us know about your ability to take ownership of cases and conduct thorough investigations. Mention any relevant experience you have with regulatory timescales and how you manage complex complaints.
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 ensure you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Regulations
Familiarise yourself with the regulatory timescales and deadlines related to complaint resolution. Being able to discuss these confidently will show that you understand the framework within which the role operates.
✨Demonstrate Case Ownership
Prepare examples of how you've taken ownership of complaints in the past. Highlight your ability to manage cases from start to finish, ensuring you keep customers informed throughout the process.
✨Showcase Your Customer Service Skills
Think of specific instances where you've provided excellent customer service, especially in challenging situations. Be ready to explain how you tailored your approach to meet diverse customer needs.
✨Practice Your Written Communication
Since high-level written responses are crucial for this role, practice drafting clear and concise responses to hypothetical complaints. This will help you articulate your thoughts effectively during the interview.
