Complaint Investigator

  • Job Reference: 25238058-2
  • Date Posted: 12 January 2017
  • Recruiter: Aviva
  • Location: Dorking, Surrey
  • Salary: £20,000 to £25,000
  • Bonus/Benefits: D.O.E
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent

Job Description

Complaint Investigator

£20,000- £25,000 dependent on experience

Purpose of the Role

You will be responsible for the effective investigation and resolution of Corporate pension servicing complaints within FCA guidelines, including the payment of appropriate redress. Your resolution should deliver a fair and consistent approach when dealing with all complaints, observing TCF rules. You will speak to the complainant at every opportunity to restore their trust and confidence in Aviva, and ensure the right outcome for both the customer and the business. You will also provide support and advice to the frontline teams to enable them to manage potential complaints effectively. The nature of the demand means you will have several complaints in progress simultaneously, requiring excellent organisational skills.

Key skills and behaviours

Customer contact

- Puts the customer at the heart of what they do
- Empathises and builds up rapport
- Listens to the issues raised and can understand and articulate the customer's concerns
- Gives the customer confidence that their concerns are taken seriously
- Able to deal with difficult conversations when required
- Confident delivering the outcome of the complaint investigation verbally and in writing


- Pays close attention to detail, resulting in a thorough investigation to gather and interpret all relevant information
- Ensures we reach the root cause of what has happened and can articulate this
- Able to navigate blockages

Decision making

- Delivers fair, consistent and prompt customer outcomes
- Considers all the evidence and makes a balanced decision
- Asks for additional information, internally and externally, where required in order to reach the correct decision
- Uses reasonable assumptions where only partial evidence exists


- Uses influencing skills in dealings with complainants and within Aviva
- Identifies where process changes may be required and proposes improvements
- Provides feedback where required
- Able to negotiate where required

Communication & record keeping

- Professional, articulate and clear written and verbal communication
- Keeps clear and accurate investigation notes, explaining reasons for complaint outcomes
- Confident speaking to Financial Advisers, policyholders, third parties, staff at all levels and in other departments, such as Legal and Risk

What will I get from this role:

- Salary of £20,000- £25,000 dependent on experience
- Defined contribution pension scheme
- Generous holiday allocation plus bank holidays
- Excellent flexi-benefits package
- The Dorking site includes a restaurant and a sports and social club, including a gym

Job ID #: R-44843
Role Sector: Customer Service
Hours Per Week: 35