How to hire for complaints investigation skills
Hiring for complaints investigation skills requires looking beyond basic response writing. Learn why evaluating a candidate's emotional control, stakeholder communication tone, and fact-finding methodology ensures defensible risk outcomes.
The short answer
To hire for complaints investigation skills, assess how candidates gather facts, evaluate evidence, communicate with stakeholders and reach balanced conclusions.
Complaint handling is not just writing responses. It requires judgement, discipline and emotional control.
What good investigation looks like
Good investigators identify the issue, gather evidence, speak to relevant people, separate fact from opinion, document reasoning and communicate clearly.
They do not jump to conclusions or become defensive on behalf of the firm.
What to test at interview
Use scenarios involving an unhappy client, conflicting internal accounts, missing file notes or a complaint that may also indicate a claim.
Ask what the candidate would review, who they would speak to and how they would decide escalation.
Why communication matters
Complaints can be emotionally charged. The candidate must be able to communicate firmly and respectfully with clients, fee earners, partners and insurers.
Poor tone can make a complaint worse.
Bottom line
Complaints investigation is a judgement-heavy skill.
Hire people who can find facts, stay calm and produce clear, defensible outcomes.
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