Complaints Management Officer  

Are you ready to unleash your potential and kickstart an exciting new career? We are looking for passionate, energetic individuals to join our dynamic team! If you thrive in a fast-paced environment and love taking on new challenges, then this is the opportunity for you.

As part of our team, you will have the chance to work on the first true “fully digital”, direct-to-consumer mortgage lender in the UK and collaborate with talented colleagues. We offer growth opportunities and a supportive work culture that encourages creativity and personal development.

If you are ready to push the boundaries, think outside the box, and be part of something truly special, then we want to hear from you! Apply now and embark on a thrilling journey with us. The sky's the limit!

Key responsibilities:

• Investigate and respond to customer complaints fairly and thoroughly
• Gather information from internal and external sources to resolve complaints within agreed-upon deadlines
• Maintain accurate records in the complaints database
• Provide reporting and insights to committees on complaint handling activities and key performance indicators (KPIs)
• Identify root causes of complaints and alert team manager to any emerging trends.

About You:

• Knowledge of UK financial services complaint handling practices (preferred)
• Understanding of mortgages, TCF principles, and FCA responsible lending best practices (preferred)
• Proficient in Microsoft Office
• Strong organizational and time management skills
• Analytical skills to identify root causes of issues
• Excellent written and verbal communication skills
• Self-motivated with ability to multitask and prioritize tasks

Join our team and enjoy:

• HMO with 2 free dependents
• Employee assistance program
• Paid vacation leave and sick leave
• Professional development
• Company events
• Employee recognition programs
• Supportive environment
• Growth opportunities