Complaint Handler

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