Complaint Handler

• Job Type: Full-time
• Location: Ipswich
• Salary: £25,000 to £28,000

We are seeking a dedicated Complaints Resolution Specialist to join our client’s dynamic team. This role is crucial in handling customer complaints efficiently and professionally, ensuring compliance with our Complaint Handling Policy & Procedure. The ideal candidate will be proactive and customer-focused, with a strong ability to resolve issues and improve customer satisfaction.

Day-to-day of the role:

• Engage directly with customers to understand their dissatisfaction and resolve complaints through calls, emails, and letters.
• Collaborate with the Operations team to manage and oversee summary resolution complaints effectively.
• Maintain up-to-date and accurate records of borrower and loan information on company systems.
• Conduct thorough investigations of all complaints, ensuring any customer harm is identified and addressed.
• Liaise professionally with third parties such as Solicitors, Lenders, and Regulators to meet their specific requirements.
• Support the Complaints Team Leader and Assurance & Reporting Manager in resolving issues and making process enhancements.
• Conduct root cause analysis of complaints, compile reports, and deliver findings to internal stakeholders.
• Identify and implement process improvements to enhance operational effectiveness and ensure compliance with current regulations.

Required Skills & Qualifications:

• Proven experience in complaint resolution or a similar role within the financial services industry.
• Strong understanding of mortgage loan documentation and applicable regulations (e.g., DISP).
• Excellent communication skills, both written and verbal, with the ability to adapt tone and style to meet customer needs and regulatory standards.
• High attention to detail and the ability to organise and prioritise workload effectively.
• Team player with the ability to work independently and take initiative in a fast-paced environment.
• Customer-focused approach with a commitment to delivering high-quality outcomes.

Benefits:

• Competitive salary and benefits package.
• Opportunities for personal and professional development.
• Supportive team environment focused on continuous improvement and achieving excellence.

How to apply:

To apply for the Complaints Resolution Specialist position, please submit your CV detailing your relevant experience and why you are interested in this role. Ensure your application aligns with the responsibilities and qualifications listed above.