Address
Form of work
Salary- Salary: up to £35k – dependant on experience
- Hybrid Role
- Monday to Friday 9am till 5.30pm
- Benefits: Bonus scheme, Pension , Excellent training & development programmes a
If needed, You will then discuss and implement a corrective & preventive actions (CAPA) , support team to implement changes to avoid issue for the future.
Working with the wider complaints team you will a review on CAPA recommendations will be conducted in set timeframe to ensure team has implemented changes, processes are robust and delivered the desired service improvement.
as a Complaints Investigator, will need to have proven experience in complaint management from either a FMCG, medical or Hospital environment or investigations background. Solid understanding of corrective and preventive action plans alongside a clear communication and data driven mind.
Complaints Investigator : Key accountability's
- Plan and prioritise allocated workloads against agreed service standards.
- Take ownership for investigating setting up and discussing with internal and external teams to understand process.
- Competent in handling redress calls and/or transactions and resolving challenging customer communications and queries to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.
- Resolve queries or referrals from both within and outside of the team.
- Consider risk when completing daily activities.
- Obtain technical knowledge from subject matter expert (SME)
- Able to embrace change whilst adopting a positive attitude.
- Experience of working in a target driven environment centred on customer delivery.
- Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
- Understanding numerous/complex customer administration processes and policies.
- Experience of working in a customer facing/engagement environment and resolving customer complaints.
