Complaints Investigator - Service Care Solutions - Housing : Job Details

Complaints Investigator

Service Care Solutions - Housing

Job Location : West London, UK

Posted on : 02/01/2025 - Valid Till : 16/01/2025

Job Description :

Complaints InvestigatorLocation: London, W6 9EASalary: £26.77 per hour (LTD)Hours: 9:00 am - 5:00 pm, Hybrid (minimum 3 days in the office)Contract Type: Temporary (Inside IR35) About the Role:We are recruiting a Complaints Investigator for A housing association, working within the Customer Insight and Experience team under the Operations Directorate. This is a vital role in ensuring excellent customer service by investigating and resolving complaints fairly and efficiently. Key Responsibilities:

  • Investigate and resolve complaints within regulatory timescales and deadlines.
  • Take full ownership of complaints, conducting comprehensive investigations and providing timely updates to customers.
  • Deliver high-quality written responses, ensuring regulatory compliance in complaint handling.
  • Manage complex and ongoing complaints, preparing thorough documentation for Stage 2 reviews.
  • Provide exceptional customer service via correspondence, phone, or in-person interactions.
  • Process and issue compensation payments adhering to service standards.
  • Maintain accurate and detailed records on the CRM system for all customer interactions.

    • Requirements:

    • Experience in complaint handling, preferably within housing or a similar sector.
    • Strong written and verbal communication skills.
    • Ability to manage multiple cases and meet strict deadlines.
    • Proficiency with CRM systems and a customer-focused approach.

    Why Join Us?We are committed to delivering an outstanding customer experience. By joining our team, you'll contribute to a fair and resolution-driven service that meets the needs of diverse communities. Complaints InvestigatorLocation: London, W6 9EASalary: £26.77 per hour (LTD)Hours: 9:00 am - 5:00 pm, Hybrid (minimum 3 days in the office)Contract Type: Temporary (Inside IR35) About the Role:We are recruiting a Complaints Investigator for A housing association, working within the Customer Insight and Experience team under the Operations Directorate. This is a vital role in ensuring excellent customer service by investigating and resolving complaints fairly and efficiently. Key Responsibilities:

  • Investigate and resolve complaints within regulatory timescales and deadlines.
  • Take full ownership of complaints, conducting comprehensive investigations and providing timely updates to customers.
  • Deliver high-quality written responses, ensuring regulatory compliance in complaint handling.
  • Manage complex and ongoing complaints, preparing thorough documentation for Stage 2 reviews.
  • Provide exceptional customer service via correspondence, phone, or in-person interactions.
  • Process and issue compensation payments adhering to service standards.
  • Maintain accurate and detailed records on the CRM system for all customer interactions.

    • Requirements:

    • Experience in complaint handling, preferably within housing or a similar sector.
    • Strong written and verbal communication skills.
    • Ability to manage multiple cases and meet strict deadlines.
    • Proficiency with CRM systems and a customer-focused approach.

    Salary : 26.77 - 27.77

    Apply Now!
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