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Complaints Investigators

Job Description

Job Title: Complaint Investigator
Location: Ealing
Contract Type: Temporary Ongoing
Salary: £21.65 Umbrella p/h

Our client is seeking a Complaints Investigator to join their team. The successful candidate will be responsible for investigating and resolving all stages of complaints in a fair and impartial manner.

Key Responsibilities:

  • 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.
  • Demonstrate a personal commitment and responsibility for providing a highly resolution-based service, aiming to resolve complaints at the first stage.
  • Acknowledge and resolve complaints by project managing high quality responses.
  • Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
  • Prepare comprehensive papers for stage 2 reviews using a pro-active approach, attending panel review meetings when necessary and providing expert guidance around the complaint details to aid swift resolution.
  • Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
  • Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers.
  • Work with customers, customer representatives and other partners to manage and improve our external profile and reputation for excellent complaint management and learning.


  • Previous experience in a similar role is essential.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Good knowledge of regulatory requirements and complaint handling procedures.
  • Experience in using CRM systems.
  • Good organisational and time-management skills.
  • Ability to work independently and as part of a team.

If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at