JOB OVERVIEW
We have a fantastic new job opportunity for a Stage 2 Complaints Investigator / Escalation Caseworker with previous experience of investigation and resolution of complex and multi-faceted complaints, exceptional customer service skills and excellent verbal and written communication skills.
Working as the Stage 2 Complaints Investigator / Escalation Caseworker you will be part of a dedicated Complaints division and will be tasked with investigating and resolving all Stage 2 complaints, in a fair & impartial manner.
As the Stage 2 Complaints Investigator / Escalation Caseworker you will have a sound understanding of the regulatory timescales, and deadlines, associated with complex complaint resolution, and will be required to take case ownership (until resolution) and conduct a comprehensive investigation, using all available information and documentation, including leading case reviews of the complaint process at Stage 1.
DUTIES
Your duties as a Stage 2 Complaints Investigator / Escalation Caseworker will include:
1. Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to the service standards and meeting the diverse needs of the customer
2. Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, understanding that Stage 2 is the final stage for resolution
3. Acknowledge and resolve complaints by leading on high quality responses
4. Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress
5. Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents
6. Provide high level written responses in line with the understanding of a regulatory approach to complaint handling
7. Ensure that all compensation payments are processed and issued to complainants in adherence with service standards
8. Keep accurate notes on Dynamics (CRM) of all customer contact and details in relation to the complaint
9. Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers
10. Work with customers, customer representatives and other partners to manage and improve the organisation’s external profile and reputation for excellent complaint management and learning
CANDIDATE REQUIREMENTS
11. Experience dealing with stage 2 complaints essential
12. Experience of investigation and resolution of complex and multi-faceted complaints in a regulated environment, taking ownership up to resolution
13. Solid demonstrable experience of delivering exceptional Customer Service in a regulatory environment
14. Excellent verbal and written communication and interpersonal skills with demonstrable experience of complex letter writing
15. Confident and proactive approach to problem-solving, ensuring matters are swiftly and satisfactorily resolved
16. Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm, professional and sensitive and acting as an ambassador, at all times
17. Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
18. Quick to pick up new IT systems
19. Previous Social Housing experience desirable
20. Degree or HNC in related field or equivalent experience in a customer service environment is desirable
BENEFITS
21. 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
22. Up to 8% contributory pension
23. Flexible working
24. Investment in your learning and development
25. Cycle to Work Scheme
26. Generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.
NO AGENCIES PLEASE
APPLY TODAY…
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JOB REF: AWDO-C13522
This job is being advertised by AWD online on behalf of a2dominion Group Ltd
Contract, Full-Time Jobs, Careers and Vacancies. Find a new job and work in Ealing, West London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
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