Complaints Handler

4 weeks ago


Remote, United Kingdom Mojo Mortgages Full time

Welcome to Mojo Mortgages, where we're on a mission to become the largest and most disruptive mortgage broker in the UK. With the support of our RVU family of brands, including Uswitch, Money, Confused, and Zoopla, we're scaling fast and taking the industry by storm. We're not just growing quickly, we're growing exponentially. Our revenue has seen a staggering 300% growth year on year, and we're just getting started.

We're proud of our high Glassdoor Score, British Bank Awards, and fantastic customer reviews, but we're always striving to do better. We're all about pushing the boundaries, doing mortgages differently, and delivering outstanding service that makes a real difference in people's lives.

**Key Responsibilities**:

- Demonstrate empathy towards our customers while understanding the context of their issues.
- Conduct thorough and impartial investigations into all complaints, collaborating with relevant stakeholders as required.
- Analyse and interpret significant data to support decision-making.
- Provide consistent, prompt, and professional responses to complaints, while communicating effectively.
- Adhere to all regulatory guidelines and requirements.
- Manage a caseload of complaints efficiently and effectively.
- Assist with identifying trends and root causes of complaints.
- Escalating negative reviews/feedback into formal complaints process
- Foster a culture of continuous improvement within the team and the company.
- Utilise negotiation, persuasion, and assertiveness skills to address complaints.

**Requirements**:

- At least 2 years of experience in the mortgage industry or in handling customer complaints within financial services, preferably mortgages.
- Excellent communication skills with the ability to communicate effectively with customers, colleagues, and other stakeholders.
- Strong attention to detail with the ability to spot and interpret crucial data.
- Technical knowledge of mortgage products.
- Ability to work independently and as part of a team.
- Demonstrate resilience and a positive can-do attitude while always acting with integrity.

We are looking for a motivated individual with a passion for customer service and a drive to succeed. If you are a highly skilled and experienced Complaints Handler with a strong work ethic and a desire to grow with our company, we encourage you to apply.

**Benefits**
- Remote working
- Basic Salary of £26-30k (DOE)
- Work from anywhere in the world for up to 30 days per year
- 25 days holiday plus bank holidays (up to 28 days with length of service)
- Half day holiday for your birthday
- Day off for moving house
- Company social events
- Pension via People's Pension (Pension match up to 5%)
- Sick pay and sick pay insurance
- Wellness programme from Able Futures
- Subsidised private medical insurance
- Critical Illness cover
- Death in service (4 times base salary)
- Enhanced Maternity, primary adoption pay
- Enhanced paternity & secondary adoption pay
- Compassionate leave
- Long service awards up to £3000
- Casual dress

Mojo


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