Complaints Investigator

• Job Title/Location: 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
• Requirements: Complaints experience within Financial Services, Banking or Insurance + strong communication skills in order to talk to customers/3rd parties on the phone
• Role Snapshot: Investigating, resolving & responding to complaints, communicating with customers both in writing and via telephone, identifying & escalating issues that may pose risks

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

The Company/Team: These two roles sit within a department of c.70 people and come about partly as a result of several internal movers, they regularly promote from within and then recruit into this role.

The Role: The Complaints Investigator role is responsible for ensuring customers feel heard, valued & satisfied. You will case manage complaints, focusing on delivering fair outcomes. You will play a crucial role in driving customer-centric change within the business, using solid reasoning & precise auditing of complaint cases. The company is committed to supporting you in this role via initial training + ongoing coaching. Key responsibilities include:

• 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 & information to investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
• Identify and escalate issues that may pose regulatory, reputational, or financial risks, ensuring they are addressed swiftly and appropriately.

Skills / Experience Required: For the Complaints Investigator post, you must have complaints experience within either Financial Services, Banking or Insurance. You must also have strong communication skills, be confident in liaising both in writing and via telephone with customers and be proactive in terms of professional development. You would also be confident with MS Office.

Additional Information: The salary for the Complaints Investigator post is to £33,000, with average bonus c.6% (£1,500 - £2,000) + pension contribution from the company of 10% - 13% (£2,800 - £4,290). There is an excellent benefits package inc. free onsite gym, free parking, subsidised canteen, various life & health benefits and more. Please apply below.

The Complaints Investigator role is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 30 years of experience in this field. Areas of focus include administration, compliance, business analysis, customer service, project/programme management, paraplanners, sales support, marketing, underwriters and group risk/employee benefits related roles. Check the website and feel free to call Darren Snell at any time.