Complaints Investigator - 01

Mosaic Recruitment
£18k - 20k per year
06 Oct 2016
20 Oct 2016
Contract Type
This interesting and varied role working for a large dynamic organisaiton will involve investigating and responding to complaints, ensuring that every complaint is dealt with professionally, efficiently and within the agreed time limits. This is an exciting and challenging opportunity for a Complaints Investigator who really likes to get involved and will strive to resolve issues effectively. To be successful in this role you will need to demonstrate confidence and empathy, along with the ability to liaise and communicate both via the telephone and in writing. Duties and responsibilities Gather information to resolve and respond to complaints empathetically and effectively Prioritise work and case loads in order of importance Liaise with Complainants, Advice Agencies, Solicitors and third parties via the telephone to research and gather additional information, ensuring that all information is treated sensitively and in accordance with the data protection act Discuss escalated cases with the dissatisfied complainant and third parties, ensuring all points raised are dealt with effectively to resolve the issues and bring to a successful conclusion Provide detailed written responses to complaints in accordance with company procedures, ensuring all the points raised have been resolved Update management databases with progress on a daily basis Ensure that significant complaints trends are brought to the attention of the Customer Care Manager Ensure clients and departments are copied in on responses Ensuring compliance with all current and future legislation Analyse data Knowledge and skills: Essential Experience dealing with with both written and verbal complaints empathetically and professionally Confident working in a pressurised environment to meet SLA's Excellent Literacy skills Strives to deliver Customer Service Excllence IT literate - proficienct with Microsoft Word, Excel, Outlook and Access A clear and effective communicator, verbally written and visually Excellent time management, planning and organisational skills Able to work on own initiative and as an integral team member Qualifications: Good level of general education including GCSE in Math’s and English (grades A-C) or equivalent This job was originally posted as

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