Service Care Solutions Ltd

Complaints Investigator


Complaints Investigator
Location: London, W6 9EA
Salary: £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 Investigator
    Location: London, W6 9EA
    Salary: £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.





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