Complaints Officer

**About Fleet Mortgages**

Fleet Mortgages is a major player in the specialist Buy to Let Mortgage market. Due to rapid new business growth, we are looking for a Complaints Officer to join our Legal and Compliance team here in Fleet.

**What we can offer you**

We offer a competitive package of benefits including flexibility to work from home 2 days a week, 11% non-contributory pension, 25 days annual holiday, health insurance, life assurance, income protection, discretionary annual bonus and more. We also offer the opportunity to gain formally recognised industry qualifications within a team oriented and friendly business.

**Who are we looking for?**

We are looking for someone who has demonstrable interest in Complaints handling and investigation, with the enthusiasm to learn and grow within a small and friendly team. Experience within a similar Complaints role would be useful but more importantly we are looking for someone with a passion to develop within the role and the financial services industry.

**The Complaints Officer role**
- Accurately understand and investigate complaints and respond to both the complainant and the Financial Ombudsman Service
- Responding to and resolving complaints received into Fleet Mortgages in line with applicable regulations, policies and procedures
- Ensure a thorough investigation is completed on all complaints received using different methods as determined by the complaint type
- Work with Fleet Mortgages third parties and build strong relations to help with prompt resolution times
- Carry out Root Cause Analysis on complaints and recommend improvements to the business
- Provide Complaints training to the business for new starters and annually for externally facing teams
- Handle internal and external queries and enquiries effectively, accurately, and professionally, delivering excellent service
- Ensure records are updated and maintained in accordance with agreed policy and procedures
- Work to agreed objectives, service standards and deliverables whilst adhering to company and departmental policies and procedures
- Develop positive working relationships with colleagues, other departments and third parties
- Continually consider improvements for service and efficiency making suggestions on such improvements through agreed channels

**Key competencies**
- Enthusiastic, flexible and keen to learn and develop a career in Financial Services
- Experience of working with complaints in a financial services environment
- Excellent communication skills both written and verbal are essential
- Able to be self-managing in respect of scheduled workload
- Two years’ work experience in a financial service industry is an advantage, but not essential
- A willingness to study a relevant professional qualification

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Company events
- Company pension
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday