As the Complaints Investigator you will report to the Complaints Manager and be part of a small team set up to resolve and investigate complaints about enforcement firms.
Client Details
It is an exciting time to join the Enforcement Conduct Board (ECB), which is a newly created organisation established to provide independent oversight of enforcement agents (formerly known as bailiffs) and the enforcement industry.
The ECB's mission is to ensure that all those who are subject to enforcement action in England and Wales are treated fairly.
Description
Complaints Investigator
Role:
The ECB is currently gearing up to become fully operational as an oversight body from 2025. As the Complaints Investigator you will report to the Complaints Manager and be part of a small team set up to resolve and investigate complaints about enforcement firms.
You will be responsible for:
- Assessing complaints to ensure that they are appropriate for investigation by the ECB.
- Investigating complaints.
- Managing your caseload effectively to meet relevant targets.
- Weighing up the evidence with the relevant standards and regulations to make fair and evidence-based decisions.
- Communicating with empathy, including listening carefully to both sides, asking the right questions, challenging where appropriate and demonstrating empathy in your verbal and written communications.
- Communicating your findings clearly, explaining what you think and why in a decision that is clear, well structured and tailored to meet the needs of the individual.
- Managing relationships with individuals as well as the enforcement firms, creditors and relevant independent complaint handlers.
- Working flexibly and helping with other aspects of the business as required.
Profile
Complaints Investigator
Essential:
- Demonstrable experience working in casework or undertaking investigative work
- Experience in making fair and evidence-based decisions, where you must articulate your thinking clearly
- Excellent verbal communication skills, including listening and explaining things in clear language
- Excellent written communication skills, including demonstrating empathy whilst also writing in a clear and persuasive way
- Experience of providing good customer service for people who may be angry or upset
- Experience in analysing complex information and summarising the outcome
- Problem solving and finding constructive solutions
- Experience of working to meet targets or service level agreements and prioritising work accordingly.
- Strong IT and administrative skills, with extensive experience in Microsoft Office applications such as Outlook, Word, Excel, PowerPoint and Teams.
Desirable Criteria
- Experience working in and/or an understanding of the enforcement industry, debt collection or financial services - highly desirable
- Experience of investigating complaints
Job Offer
Salary: £40-£45k (depending on skills and experience).
Location: We all mainly work from home so the successful candidate will need to have access to a dedicated working space and be willing to travel within the UK 2-4 days per month (expensed).
Benefits
Annual leave entitlement of 25 days in addition to statutory bank holidays, increasing by one day for each full year of employment, up to a maximum of 30 days.
A defined contribution pension scheme (with an employer's contribution of 1.5 times the employee contribution) and a forward-thinking set of family policies (covering enhanced maternity, adoption, partner and parental leave)
Application Process
Please submit a CV of no more than 2 sides alongside answers to the questions below (your answer for each question should be no longer than 250 words).
Please submit this as one word document
- Why do you want to work for the ECB and what do you think excellent customer service looks like?
- How do you prioritise your work to ensure that competing targets are met? (Within your answer, please clarify what the relevant targets are.)
- Describe a time when you had to collect evidence from a variety of sources and analyse it in order to reach a conclusion. (Within your answer, please clarify how you decided what information you needed, your process for analysing the information and summarising the outcome.)
- Describe an occasion where you have provided good customer service to a person who may have been angry or upset? (Within your answer, please clarify what you did and why you consider that to be good customer service.)
- Describe an occasion where you were able to successfully resolve a customer's issue? (Within your answer, please clarify what the issue was and the process you followed to identify and resolve it.)
Deadline: 5pm on Friday 23 August.
Our Commitment
The ECB is dedicated to fostering a diverse and inclusive work environment where every employee feels valued, respected, and empowered to bring their unique perspectives and experiences to the table. Our inclusive culture ensures that all voices are heard and that every team member has the opportunity to thrive and grow.
Accessibility and Adjustments
We are dedicated to providing reasonable adjustments throughout our recruitment process and will strive to accommodate your needs. If you have any specific requirements, please contact Brighde N-Luxmoore
London - Public Sector and Government