ROLE OVERVIEW

As Complaints Investigator, you will be responsible for investigating and resolving Stage 1 Complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complex complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. Duties extend to dealing with all cases that are referred to the Housing Ombudsman Service.

KEY RESPONSIBILITIES:

• Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
• Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
• Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
• Keep accurate notes on CRM of all customer contact and details in relation to the complaint.
• Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers.
• Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.

MEETING THE ROLE REQUIREMENTS

We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our Resourcing Team to discuss your application further at resourcing@a2dominion.co.uk