At a glance
Automatically prepared from the listing. Check the original description for the full requirements.
Jump to the original descriptionResponsibilities
The Complaints Investigator is responsible for managing complaint cases, ensuring they are handled professionally and efficiently. This role involves communicating with customers to foster positive relationships and drive customer-centric change within the business.
Requirements
Candidates must have complaints experience within Financial Services, Banking, or Insurance, along with strong communication skills. Proficiency in MS Office and a proactive approach to professional development are also required.
Working hours
40 hours per week
Skills
- Complaints Experience
- Communication Skills
- Customer Service
- Investigation Skills
- Problem Solving
- MS Office
Benefits
- Pension Contribution
- Free Onsite Gym
- Free Parking
- Subsidised Canteen
- Life Benefits
- Health Benefits
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Finance & Accounting
Keywords
- Complaints
- Investigator
- Financial Services
- Banking
- Insurance
- Customer Satisfaction
- Regulatory Compliance
- Auditing
- Case Management
- Communication
- Problem Solving
- Customer Relationships
- MS Office
- Employee Development
- Risk Management
- Training
Original job description
Job Title/Location: Complaints Investigator, Surrey & WFH
Salary: To £33,000 + average bonus c.£2,000 + pension contribution to £4,300
Office/WFH: 2 days office + 3 days WFH
Requirements: Complaints experience within Financial Services, Banking or Insurance + strong communication skills in order to talk to customers/3rd parties on the phone
Role Snapshot: Investigating, resolving & responding to complaints, communicating with customers both in writing and via telephone, identifying & escalating issues that may pose risks
A fabulous chance for those with complaints experience within Financial Services, Banking or Insurance to move to a company that takes employee development seriously.
The Company/Team:These two roles sit within a department of c.70 people and come about as a result of several external and internal movers, they regularly promote from within and then recruit into this role.
The Role:The Complaints Investigator role is responsible for ensuring every customer feels heard, valued and satisfied. You will case manage complaints with a focus on delivering fair outcomes. You will play a crucial role in driving customer-centric change within the business, using solid reasoning & precise auditing of all complaint cases. The company is committed to fully supporting you in this role via initial training + ongoing coaching. Key responsibilities include:
Manage assigned complaint cases with diligence, adhering to business standards & regulatory requirements, ensuring each case is handled professionally & efficiently.
Communicate with customers proactively and empathetically, both over the phone and in writing, to foster positive relationships and enhance customer satisfaction.
Utilise all available resources and information to thoroughly investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
Identify and escalate issues that may pose regulatory, reputational, or financial risks, ensuring they are addressed swiftly and appropriately.
Skills / Experience Required:For the Complaints Investigator post, you must have complaints experience within either Financial Services, Banking or Insurance. You must also have strong communication skills, be confident in liaising both in writing and via telephone with customers and be proactive in terms of professional development. You would also be confident with MS Office.
Additional Information:The salary for the Complaints Investigator post is to £33,000, with average bonus c.6% (£1,500 - £2,000) + pension contribution from the company of 10% - 13% (£2,800 - £4,290). There is an excellent benefits package inc. free onsite gym, free parking, subsidised canteen, various life & health benefits and more. Please apply below.