We have an exciting opportunity for a professional and experienced Complaints Investigator on a Contract basis until August 2018, to join a large, expanding and dynamic organisation who truly value their staff and believe that each member of their team is important and makes a unique and valuable contribution.

They provide a positive working environment which is friendly, supportive and team orientated and they offer fantastic opportunities for motivated individuals to develop and progress. The offices are very smart and modern and the company offer excellent benefits.

The company are well established leaders within their field of expertise and their core values of respect, transparency, accountability, professionalism and innovation underpin the work they carry out.

The working hours for this role are 9:00am - 5:00pm, Monday to Friday (35 hours)

Core duties for the Complaints Investigator;

Reporting to the Customer Care Manager, you will be responsible for responding to complaints ensuring that the complaint is dealt with quickly and efficiently and within the agreed time limit.  This is an exciting and challenging opportunity for a Complaints Investigator who can demonstrate excellent written and telephone skills.

• Gathering information that will allow you to efficiently resolve and respond to complaints, including statements, analysis of call recordings from the Customer Contact Centre, vehicle condition reports, liaising with different departments i.e. Audit, Client Services and Customer Contact Centre.
• Prioritising case load.
• Speaking to complainants / Advice Agencies / Solicitors and other 3^rd parties on the phone to gather more information, ensuring the correct security questions are completed or signed written authority is in place prior to discussing any details of a case in accordance with our Data Protections Procedures.
• Discussing ongoing escalated cases with the complainant or any 3^rd parties via the telephone where they remain dissatisfied ensuring all points raised are covered and effectively resolve the case.
• Providing detailed written responses to complaints in accordance with our complaints procedure, based on the information obtained, ensuring all the points raised have been covered.
• Ensuring that the appropriate management databases are noted and kept up to date with progress made on a daily basis
• Ensuring any significant complaints trends are brought to the attention of the Customer Care Manager
• Ensuring the relevant clients or other departments are copied in on responses where required
• Ensuring compliance with all current and future legislation as detailed in company training manuals and all internal company policies and procedures
• Filing and other general administrative tasks

If you have the relevant skills and experience for this role and are available immediately for a contract please apply.