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Complaints Officer

4 months ago

Meridian Business Park, United Kingdom Kind Consultancy Ltd Full time

Kind Consultancy is working with a national mortgage network which is currently seeking a Complaints Officer to join them in a full-time permanent role paying up to £32,000. This is an office-based role in Leicester, with the opportunity to work from homeone day per week after a fully in-office probation period.
The Complaints Officer will investigate, manage and resolve network and 3rd party complaints and disputes, with key responsibilities including:

- Receiving inbound queries and complaints and responding in a timely and appropriate manner within FCA guidelines and timescales.
- Ensuring that complainants are treated in a fair and consistent manner
- Ensuring that the Familiar with the Financial Conduct Authority's Dispute Resolution Rules (DISP) and other relevant guidance is applied when handling complaints.
- Completing complaint investigations thoroughly; researching databases, files, records, and meeting with relevant staff and members in order to produce a detailed report of the events and actions leading up to the complaint.
- Where appropriate recommending suitable redress or arranging for remedial action to be completed to address the complaint, in accordance with Complaints Handling Policy.
- Managing a workload of cases at various stages of resolution.
- Confidentially and clearly communicating with all parties both verbally and in writing, ensuring that the complainant has a full understanding of the matter.
- Liaising with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.
- Ensuring that accurate records of complaint investigations are maintained on the system as well as copies of all documentation and information used in support of the investigation.
- Holds CeMAP/equivalent professional financial services qualification or is willing to work toward it
- Has a good grounding and understanding of working within a Regulatory environment
- Demonstrates excellent verbal and written communication skills
- Is confident in presenting complex information in a clear and concise manner
- Can analyse information with a view to making informed decisions
- Is passionate in building excellent working relationships with both colleagues and our members to deliver the right outcomes for all parties
- Is a good team player, but with an ability to work under own initiative
- Has a minimum of 3 years of experience in a similar role within the financial services sector
- Possesses knowledge of the various FCA rules and guidance relating to the above sector (i.e. DISP, CONC, ICOBS, Vulnerable Customer and Consumer Duty)
- Has a confident and assured manner when discussing regulatory matters, whilst maintaining an informative and consultative style