We are seeking a dedicated and detail-oriented Complaints Handler to join our clients team. The Investigator will be responsible for conducting thorough investigations, gathering evidence, and compiling comprehensive responses. This role requires a strong analytical mindset and the ability to work independently while maintaining a high level of integrity and confidentiality. The successful candidate will play a crucial role in ensuring that all investigations are conducted in accordance with established protocols and legal standards.

Duties

• Pro-actively engage with the Operations team and oversee summary resolution complaints and handover.
• Liaising with customers via letter, email and on the phone to understand the nature of the issue
• If an error has been made, that you find upon your investigation - focus on helping to put things right.
• Ensure that all complaints have been full investigated and addressed and that any customer harm is captured and acted upon.
• Liaise professionally with third parties e.g. Solicitors, Lenders and Regulators and understand their specific requirements.
• Liaise professionally with clients in relation to ad-hoc requests.
• Support the Complaints Team Leader/ Assurance & Reporting Manager to resolve any issues accurately, proactively and in a timely and professional manner, making recommendations as necessary and expressing balanced and technical opinions

Skills

• Experience handling complaints
• Experience dealing with writing reports, and letter responses is ideal
• Excellent report writing skills with the ability to present findings clearly and effectively
• Strong problem-solving skills with the capacity to think critically under pressure.
• High level of integrity and professionalism in handling sensitive information.

This position offers an exciting opportunity for individuals looking to make a significant impact through their investigative work while developing their professional skills in a supportive environment.