VENN GROUP
Service Complaints Investigator
Duration: 3 months
Location: Remote
Clearance Required: Basic DBS/BPSS
A Central Government department is seeking a Service Complaints Investigator to investigate complaints about their service efficiently, effectively and fairly.
Key Responsibilities:
- Investigate Stage 1 service complaints in a timely and fair manner, and in accordance with the organisation’s complaints policy
- Articulate Stage 1 complaint responses within a letter, clearly, coherently, and concisely
- Record, report and develop management information on service complaints received and outcomes. This will include identifying themes and trends and reporting to the Quality Manager to feed into the regular service complaint learning review report
- Accurate and timely recording of service complaint cases on the casework management system, to include the ongoing administration of service complaint cases
- Manage effectively the Complaints Inbox
- Work collaboratively with colleagues and be involved in mentoring and coaching where appropriate
Key Requirements:
- Knowledge and experience of dispute resolution and complaint handling
- Experience of delivering against set targets and KPIs
- Excellent report writing skills, communication skills and customer care skills
- Ability to have effective conversations with a wide range of people including those with additional needs
- Ability to deal with difficult situations in an effective manner
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 Sara Panti on 020 7557 7667 and email your CV to spanti@venngroup.com