Investigator / Complaints Handler
A great opportunity to join an organisation that helps resolve customer complaints about the service given by legal providers. Enjoy interesting and varied work and be at the heart of what we do.
In return we offer flexible working, opportunities for learning and development, career progression, a friendly, supportive and welcoming environment, all in a city centre location.
We are currently looking for number of Investigators to join us in Birmingham, they play an important part in resolving complaints. They are the point of contact for members of the public who are dissatisfied with a legal service they have received.
Investigators need to be able to drive and manage a diverse case holding with a broad range of customer needs. They need to use a wide range of skills to assess a complaint and attempt to facilitate a fair resolution informally, preferably by telephone, or through a written report.
What are we looking for?
It is essential that you have excellent verbal and written communication skills, which you can adapt to the needs of your customers. You will need to be organised and have a methodical approach to enable you to effectively manage a large caseload of complaints at various stages of the complaints process, working with stretching targets and competing demands.
Your skills need to adapt flexibly to be able to re prioritise the changing needs of your case load on a regular basis
As an Investigator you must be able to analyse detailed information, communicate effectively to people with differing degrees of understanding and be able to demonstrate good customer service.
Starting salary £28,815 per annum (potential to rise to £31,321 pa after 9 months and subject to performance)
How to apply
If you would like to find out more please read the job description, to apply please submit a supporting statement of no more than two pages detailing how you meet the essential criteria in the job description.
We will not accept CVs as a form of application
Closing date: This is an open, ongoing campaign. We may stop accepting applications when we receive a suitable number of applicants.
All candidates shortlisted from the application process will be invited to a telephone interview. Those that pass the interview will be invited to attend a selection centre to assess their ability to carry out the role.
Telephone interviews: Week commencing 5 February 2018 and will continue in the run up to selection centre date.
Selection centre: Saturday 24 February 2018, Saturday 3 March 2018 and Saturday 10 March 2018.
Dates above may be subject to change, successful applicants will be kept informed throughout the process.
What’s in it for you?
In return for your hard work we offer:
- 26 days annual leave (with opportunity to buy and sell up to four days)
- Flexi time
- Flexible working – including working from home after you have passed probation and subject to good performance
- Opportunities for learning and development
- Stakeholder pension scheme (LeO contributes up to 10%)
- Open and modern office environment in Birmingham city centre
- Employee Assistance Programme
Who are the Legal Ombudsman?
- The Legal Ombudsman is a free, independent service that helps to resolve issues between members of the public and service providers through impartial investigation and balanced reasoning. When we look into a complaint, we look at the evidence and weigh-up both sides of the story.
- We not only help to resolve complaints; we also help service providers improve their communications, service levels and complaint handling processes to prevent the need for complaints in the first place.
- Our aim is to provide a complaint handling service that is fair, accessible, and easy to use. Our service focuses on resolving complaints informally and quickly.
- We are constantly looking for new talent to join our customer facing teams and have a rolling recruitment timetable to enable us to recruit from a pool of candidates that have passed our selection process. Therefore we may not always have a vacancy at the time but successful candidates would be placed in a pool and offered vacancies as they arise.
- Applicants that have applied and/or been through the selection process in the last six months should not re-apply.