Complaints Investigator
- Recruiter
- Anonymous
- Location
- Durham
- Salary
- 18000.00 - 20000.00 GBP Annual
- Posted
- 30 Mar 2017
- Closes
- 31 Mar 2017
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
General description
Reporting to the Customer Care Manager, you will be responsible for responding to complaints regarding our actions in relation to the enforcement of warrants and liability orders, ensuring that the complaint is dealt with quickly and efficiently and within the agreed 10 working day time limit. This is an exciting and challenging opportunity for a complaints investigator who can demonstrate excellent written and telephone skills.
Core duties and responsibilities
Gathering information that will allow you to efficiently resolve and respond to complaints, including statements from Enforcement Agents, analysis of call recordings from the Customer Contact Centre, vehicle condition reports, liaising with different departments i.e. Audit, Client Services and Customer Contact Centre.
Prioritising case load.
Speaking to complainants / Advice Agencies / Solicitors and other 3rd parties on the phone to gather more information, ensuring the correct security questions are completed or signed written authority is in place prior to discussing any details of a case in accordance with our Data Protections Procedures.
Discussing ongoing escalated cases with the complainant or any 3rd parties via the telephone where they remain dissatisfied ensuring all points raised are covered and effectively resolve the case.
Providing detailed written responses to complaints in accordance with our complaints procedure, based on the information obtained, ensuring all the points raised have been covered.
Ensuring that the appropriate management databases are noted and kept up to date with progress made on a daily basis
Ensuring any significant complaints trends are brought to the attention of the Customer Care Manager
Ensuring the relevant clients or other departments are copied in on responses where required
Ensuring compliance with all current and future legislation as detailed in company training manuals and all internal company policies and procedures
Filing and other general administrative tasks
Reporting to the Customer Care Manager, you will be responsible for responding to complaints regarding our actions in relation to the enforcement of warrants and liability orders, ensuring that the complaint is dealt with quickly and efficiently and within the agreed 10 working day time limit. This is an exciting and challenging opportunity for a complaints investigator who can demonstrate excellent written and telephone skills.
Core duties and responsibilities
Gathering information that will allow you to efficiently resolve and respond to complaints, including statements from Enforcement Agents, analysis of call recordings from the Customer Contact Centre, vehicle condition reports, liaising with different departments i.e. Audit, Client Services and Customer Contact Centre.
Prioritising case load.
Speaking to complainants / Advice Agencies / Solicitors and other 3rd parties on the phone to gather more information, ensuring the correct security questions are completed or signed written authority is in place prior to discussing any details of a case in accordance with our Data Protections Procedures.
Discussing ongoing escalated cases with the complainant or any 3rd parties via the telephone where they remain dissatisfied ensuring all points raised are covered and effectively resolve the case.
Providing detailed written responses to complaints in accordance with our complaints procedure, based on the information obtained, ensuring all the points raised have been covered.
Ensuring that the appropriate management databases are noted and kept up to date with progress made on a daily basis
Ensuring any significant complaints trends are brought to the attention of the Customer Care Manager
Ensuring the relevant clients or other departments are copied in on responses where required
Ensuring compliance with all current and future legislation as detailed in company training manuals and all internal company policies and procedures
Filing and other general administrative tasks