Complaints Resolution Specialist

2 weeks ago


Fleet, Hampshire, United Kingdom CHL Mortgages Full time
Complaints Handler Opportunity

An experienced Complaints Handler is required to join the complaints handling team within our Business Transformation Department. This 8-month fixed-term position involves investigating all complaints received by the company and responding via written communication with both complainants and regulators.

Key Responsibilities:
  • Action all complaints within given timescales using the Complaints system.
  • Undertake verbal and written communication with complainants and regulators within specified deadlines.
  • Investigate registered complaints using available information and resources.
  • Act with integrity, due skill, care, and diligence in dealings with customers and third parties.
  • Refer to the Chief Operating Officer complaints requiring "final" or "deadlock" letters.
  • Produce a monthly Complaints report for ExCo.
  • Attend monthly Complaints meetings with Senior Management to discuss complaints, root cause analysis, and implications.
  • Complete and maintain all logs pertaining to company complaints.
  • Ensure CHL meets FCA Complaints Reporting deadlines in conjunction with the Compliance Manager.
Requirements and Skills:
  • Experience in the Mortgage servicing sector.
  • Regulated complaint handling experience.
  • Able to work independently and hit the ground running.
  • Highly organized with good written and verbal skills.
About CHL Mortgages:

CHL Mortgages provides bespoke third-party loan servicing solutions for various asset classes across the UK. With a vast experience in the UK mortgage market, we service approximately 30,000 mortgage assets on behalf of clients and manage standby contracts for mortgage and bridging finance clients.

We are a growing company with opportunities for development and expansion. If you are a motivated individual with a proven track record in complaint handling, we encourage you to apply for this exciting opportunity.



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