Complaint Handler

Location: Gravesend

Hours:   Full time; 9am - 5:30pm Monday - Friday; Office based

Salary: £23,000 - £26,000 depending on experience

Our client is looking for a complaint handler with legal knowledge, to join their successful team based in Gravesend.

What the role entails;

Initial contact with dissatisfied clients to understand concerns
Conducting a full and thorough complaint investigation, collating information from multiple sources
Liaising with key stakeholders and making recommendations for fair, impartial decisions to refute or uphold the customer complaint
Liaising with external parties when required such as the Legal Ombudsman
Ensure complaints are addressed promptly and proactively
Identify root causes of complaints, offering ideas for improvement to reduce volumes and improve the client experience.
The ability to write an excellent standard of letter, acknowledging the customer concerns raised, explaining the investigation and findings, ensuring the letter responds to all issues raised.
Ensure complaints are handled in line with process, procedures and within regulatory timeframes. 

About you;

Good communication skills
Attention to detail
Decision making and problem solving
Work on own initiative and to prioritise work in order to meet any deadlines set
Understanding of different legal departments
Partner 4 Window experience is desirable but not essential