Job Title - Complaints Investigator
Location - Basildon
Salary - £17.42 - £22.04
Contract Type - Contract
About the Role
Our client is seeking a detail oriented and empathetic Complaints Investigator to join their team. In this role, you will handle formal complaints from start to finish gathering facts, reviewing evidence, and making fair, evidence-based decisions. You’ll be instrumental in identifying service improvements and ensuring our customers feel heard and respected.
Key Responsibilities
Receive, assess, and manage complaints in line with our policies and procedures.
Conduct thorough and impartial investigations, including interviewing parties involved, reviewing documentation, and gathering evidence.
Draft clear, accurate, and well-reasoned written responses, often involving complex and sensitive issues.
Maintain detailed records of all casework and actions taken.
Identify trends, root causes, and areas for service improvement, feeding insights back to internal stakeholders.
Ensure all complaints are handled confidentially, efficiently, and with empathy.
Work collaboratively with internal departments to resolve issues effectively. About You
Proven experience in complaints handling, investigations, or a related field.
Strong analytical and problem-solving skills with attention to detail.
Excellent written and verbal communication skills.
Ability to manage multiple cases while working under pressure and to deadlines.
A fair, balanced, and non-judgmental approach to conflict resolution.
Familiarity with regulatory or legal frameworks relevant to the industry is a plus. Why Work With Us?
A supportive, inclusive team culture.
Opportunities for training and professional development.
[Mention any benefits: e.g., flexible working, pension scheme, wellness programs.] How to Apply
Please submit your CV and a brief covering letter outlining your experience and interest in the role to (url removed)