VENN GROUP
Complaints Handler / Adjudicator
Location: Remote working (London based)
Length of contract: 4 months (with possibility of extension)
IR35 Status: Inside
A Central Government organisation is seeking a complaints professional to work within dispute resolution and complaint handling to handle complex cases.
Key Responsibilities
- Work daily with complaints identified as being suitable for intervention or investigation
- Seek to resolve disputes locally or, where appropriate, to determine cases by way of formal investigation
- Liaise with a wide range of stakeholder to improve and expand the understanding of dispute resolution, as well as other dispute resolution team members
- Take appropriate decision making on whether a case is in jurisdiction/suitable for intervention or, where appropriate, investigation
- Carry out articulation of decisions on jurisdiction/ intervention/ investigation, communication/liaison with the parties to the complaint, obtain evidence and information as required
- Maintain communication with parties during investigation
Key Requirements
- Extensive experience of complaints and the dispute resolution process
- Ideally experience in either a complaint handling body or a public sector organisation
- Robust understanding of customer satisfaction and dealing with customer expectations
- Strong communications skills both written and verbal
- Ability to be highly organised and to balance competing priorities
If you have the right experience for this role and feel your skills and experience match the requirements, or if you would like more information on the role, please contact Tom Rees on 020 7557 7667 and email your CV to trees@venngroup.com