Case Handler

When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we're the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it's an approach that can make a real difference to people who want to own a property.
KMC is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.
Administer and complete all complaint activities. Generating responses 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. To act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes.
Complaints team looks to resolve all incoming complaints for the business. This includes complaints about the application process, the servicing of a mortgage account or complaints about historic issues. Complaints are received by post, email and telephone.
At KMC we endeavour to resolve telephone complaints at first point of contact through our Customer Service team where possible and where this isn't possible they will escalate to the Complaints team.
Plan and prioritise allocated workloads against agreed service standards.
Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.
Consider risk when completing daily activities.
Experience and knowledge of working within Financial Services is essential.
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.
Using and understanding core systems within customer contact and administration environments.
We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can.
We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.