Our client, who are within the Mortgage industry are looking for a fully remote working Complaints Handler to join their team. The business has gone through a recent period of expansion which has resulted in a large recruitment drive. This is a really exciting time to join them!

The role will involve generating responses to complaints which may be of a complex nature or with regard to a wide range of topics, in an accurate and timely manner in adherence with policy, procedure and regulation. You will act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes.

Daily Duties for the Complaints Handler include:

• Plan and prioritise allocated workloads against agreed service standards.

• Take ownership for investigating and responding to internal and external requests accurately and efficiently.

• Competent in handling complaint calls and/or transactions and resolving challenging customer communications and queries to effective resolution.

• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.

• Resolve queries or referrals from both within and outside of the team.

• Consider risk when completing daily activities.

• Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.

To be considered for the Complaints Handler role you will have the following skills and experience:

• Experience and knowledge of working within Financial Services is essential.

• Able to embrace change whilst adopting a positive attitude.

• Experience of working in a target driven environment centred on customer delivery.

• Understanding of Microsoft office applications.

• Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.

• Understanding numerous/complex customer administration processes and policies.

• Experience of working in a customer facing/engagement environment and resolving customer complaints.

• Possess technical knowledge within the financial services industry around simple and complex queries and transactions.

Whats in it for you?

  • Fully Remote working (No need to attend the offices. You can live anywhere in the U.K)
  • All I.T equipment supplied
  • Employee Well-being hub
  • Full remote training
  • Up to 7.5% annual bonus
  • Frequent staff incentives which include high street vouchers
  • Employee assistance and welfare programme
  • Private healthcare
  • Subsidized gym memberships
  • Annual awards

The hours of work are Monday to Friday 9am -5.30pm with 1 hour for lunch.

In line with GDPR regulations, we are making you aware that to proceed with your application we will need to contact you via email, telephone and/or text message. To receive future job alerts from us, you will be required to provide consent within our marketing preference options. The link will be provided in an email to you. Due to the high number of applications we are receiving, we are unable to respond to every application individually. If you do not hear from us within 5 days, please assume that your application has not been successful.

Key Information

  • £25,000 – £30,000

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