Complaints Case Handler - Northampton, United Kingdom - The Graduate

The Graduate
The Graduate
Verified Company
Northampton, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Our client is a professional body for building engineers in the United Kingdom and overseas. Enabling a professional construction sector that works to create better, safer and more sustainable buildings that enhance people's lives.


Complaints Case Handler




REPORTING TO:
Head of Legal & Governance Services

PURPOSE:


Key responsibilities:


  • Oversee day to day coordination of complaints against company members and Company Partners, in accordance with companies' policies and procedures.
  • Develop detailed casework as part of the complaints management process, analysing evidence submitted by complainants and members, with support from the Head of Legal and Governance Services and Technical Director.
  • Ensure that communications issued to external parties are clear and demonstrate that a thorough investigation has been undertaken.
  • Maintain accurate records on the Company's internal systems providing a clear and concise audit trail of investigations and communications.
  • Provide recommendations to the Head of Legal and Governance Services on how company complaints policies can be best aligned with case law and best practice in professional conduct cases.
  • Assist in the development and updating of company policies and process in support of professional standards, including company Code of Professional Conduct and Disciplinary Procedure.
  • Prepare reports and recommendations for consideration by company independent Professional Conduct Committee.
  • Assist the Head of Legal and Governance Services in the administration of company independent Professional Conduct Committee.
  • Assist the Head of Legal and Governance Services in investigating misuse/unpermitted use of company logo and other Intellectual Property.
  • Assist the Head of Legal and Governance Services in recovering unpaid debts from individuals and organisations.
  • Support the Head of Legal and Governance Services in the delivery of key strategic projects
  • Write and submit any necessary reports required by company CEO and/or COO.

Key competencies/behaviours

  • Attention to detail
  • Analytical and investigative skills
  • Strong verbal and written communication skills
  • Ability to adhere to company processes and policies
  • Able to instigate a proactive and positive working environment
  • Excellent team player, able to work with all members of staff regardless of role and responsibilities
  • IT fluency and attention to detail
  • Able to develop a working knowledge of the construction industry
  • The ability to handle pressure and meet deadlines
  • Able to adapt in a constructive manner to a changing environment
  • Excellent time management and organisation skills
  • Willing to share knowledge, skills and ideas across the organisation
  • Values the contribution of all staff members
  • Ability to build external relationships and work with stakeholders and professional standards experts

Key skills/experience/education

  • Legal based degree
  • Experience in developing casework and reports
  • Experience within a complaint handling role (Desirable)
  • Experience of construction industry (Desirable)

HOURS OF WORK:9-5pm 1 hour lunch. - Hybrid is offered - 2 days at home and 2 days in the offices.


BENEFITS:

Support to study professional qualifications to support your CPD

The role if office based, but as a company they have a flexible working policy

24 days holiday and the offices are closed for 4 days over Christmas each year.

Aviva Pension - company contributes 6%

Flexible hybrid working


INTERVIEW PROCESS
1st STAGE - Telephone call/Teams

2nd STAGE - Face to face at the offices
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