We have an exciting, new opportunity available for a Complaints Investigator based in Epping.

This will be working for a very successful and established client of hours who can offer you an excellent working environment and a varied and challenging role.

This a contract role covering maternity cover, meaning it could be for up to 12 months. The working hours for this position will be 35 hrs per week on a rota basis between the hours of 9am – 5pm and you will receive 25 days holiday.

Reporting to the Customer Care Manager, you will be responsible for responding to complaints regarding our actions in relation to the enforcement of warrants and liability orders, ensuring that the complaint is dealt with quickly and efficiently and within the agreed 10 working day time limit.  This is an exciting and challenging opportunity for a complaints investigator who can demonstrate excellent written and telephone skills.

Duties and Responsibilities

-         Gathering information that will allow you to efficiently resolve and respond to complaints, including statements from Enforcement Agents, 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

Essential Knowledge, Experience and Skills

-         Understanding of the written Complaints handling function

-         Experience in dealing with written/verbal complaints is essential, including the extraction and identification of issues and required outcomes in order to provide suitable written responses

-         Excellent Literacy skills

-         Excellent Customer Service Skills

-         IT literate – proficiency 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 within a team environment.