Complaints Investigator

Complaints Investigator – Surrey & WFH

Salary:
To £33,000 + average bonus c.£2,000 + pension contribution to £4,300

Office/WFH: 2 days office + 3 days WFH

Investigating, resolving & responding to complaints, communicating with customers both in writing and via telephone, identifying & escalating issues that may pose risks.

These two roles sit within a department of approximately 70 people and result from several external and internal movements. The company regularly promotes from within and then recruits into this role.

• Manage assigned complaint cases with diligence, adhering to business standards & regulatory requirements, ensuring each case is handled professionally & efficiently.
• Communicate with customers proactively and empathetically, both over the phone and in writing, to foster positive relationships and enhance customer satisfaction.
• Utilise all available resources and information to thoroughly investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
• Identify and elevate issues that may pose regulatory, reputational, or financial risks, ensuring they are addressed swiftly and appropriately.

• Complaints experience within either Financial Services, Banking or Insurance.
• Strong communication skills.
• Confidence in liaising both in writing and via telephone with customers.
• Proactive in terms of professional development.
• Confidence with MS Office.

• Free onsite gym.
• Free parking.
• Subsidised canteen.
• Various life & health benefits.
• Excellent benefits package including free onsite gym, free parking, subsidised canteen, and various life & health benefits.

A fabulous chance for those with complaints experience within Financial Services, Banking or Insurance to move to a company that takes employee development seriously.