One of our Public Sector clients are currently looking for Junior Investigators to join their team on a temporary basis for three months initially in the Birmingham City Centre area. This will be a full time role based on working 37.50 hours a week between the hours of 8am and 6pm.
As a junior investigator you'll help resolve service complaints between consumers and legal service providers. Dealing with people over the phone, and in writing, you will need to establish rapport, understand the complaints raised and help both sides to reach an agreement and to put things right if necessary.
You must have excellent telephone, customer service and negotiation skills alongside strong analytic skills, written communication and IT skills. You will be expected to use your judgement to reach an appropriate conclusion to the complaints you investigate.
You will work to targets and balance competing needs. This can include dealing with sometimes challenging and emotive situations. Therefore emotional resilience is essential.
You will be given an overview of the legal framework and the service standards expected of you.
The ideal candidate will be able to demonstrate the following:
- Five GCSE's Grades A - C, ideally including English Language
- Paralegal and/or conveyancing experience
- Practical experience within any legal field and/or law firms
- Understand end to end legal processes
- Ability to critically examine information and issues
- Ability to use communication skills
- Ability to successfully navigate changing and sometimes challenging environments
- Ability to create an open and reassuring culture to earn trust and confidence of others
- Be open-minded and professional at all times
- Accurately gather and record appropriate information about complaints
received by various communication methods (telephone, letter, email).
- Identify and make reasonable adjustments for individual communication needs.
- To discuss complaints with complainants and service providers effectively on the
- Analyse and evaluate evidence and comments from the parties to reach a
proportionate and fair view of the service provided and identify opportunities to
achieve an agreed outcome.
- Recognise cases where an agreed outcome is unlikely to be achieved or is
not appropriate and make recommendations to both parties, and ultimately
to the Ombudsman for decision.
- Write clear, accurate and concise letters and case decisions.
- Summarising appeals to an Ombudsman to review a decision that a complaint
is out of jurisdiction.
- Manage parties expectations about the process, time frames, and what will be
needed from them.
- Meet performance expectations on answering telephones, responding to enquiries,
quality of investigations and progressing complaints within workload management
framework timescales, whilst working as part of a team to support delivery of
- Take responsibility for own performance, and reporting results as required by the
- Ensure data integrity and adherence to Information and Data Protection
For the right candidate, the client is offering £15.18 per hour
If successful, you will be expected to undergo a basic criminal records check as well as provide three years of employment and/or education referencing information.
Please apply for the role online. Suitable candidates will be contacted in due course.