Complaints Specialist

Integrar is a specialist division of Knights, the UK’s largest legal and professional services business outside of London. With 1500 colleagues across 26 locations our strong organic growth, combined with several high-quality recent acquisitions means we are now a more diversified business with strengthened positions in our key target markets.

Integrar specialises in delivering remortgage services for lending institutions and intermediaries such as banks, building societies, mortgage brokers, estate agents and financial advisors. Our teams provide a fast and efficient service without compromising on a quality and the personal touch.

**About the role**

Our Customer Services Team are seeking a Customer Service Executive with complaints management experience. You will provide a sensitive and responsive complaints service which ensures the firm meets its obligations to regulatory bodies, referrer clients and borrowers. It requires a high attention to detail, passion for delivering a high quality of work, being adaptable under pressure and being an amazing team player.

**Responsibilities**:

- Manage incoming complaints, assessing each complaint or claim against our Service Level Agreements (SLAs) and protocols, determine an appropriate cause of action/response.
- Investigating all complaints from start to finish taking all areas of dissatisfaction into consideration, before making an informed decision to ensure the best outcome for the Client and business.
- Along with other customer services team members, to be a central point of contact for all complaints that are made in Integrar, logging, investigating evaluating and managing each one to ensure that the firm handles all complaints in a systematic, fair and transparent way.
- To evaluate each complaint and determine an appropriate course of action and where appropriate, redress.
- co-ordinate, lead and manage all complaints in accordance with Integrar Complaints Handling Policy
- Where appropriate, to deliver training and feedback and ensure colleagues are aware of the Integrar Complaints Handling Policy and other associated complaint procedures
- To ensure that all data and spreadsheets are kept up to date to provide all up to date information as requested by the Team Leader or Manager
- Where possible to identifying any trends or learning opportunities from complaints to improve future practice, including system issues
- Report to the Customer Service Manager or Team Leaders/other Managers any issues when identifying complaints which may have a detrimental impact on the firm’s insurance policy and any potential SRA breaches
- Manage the Data and GDPR Inbox and deal with all requests within the regulatory SLAs
- Liaise and work with all other colleagues within the Customer Services Team and the Remortgage Active Teams as and when requested

**What does Knights offer?**
- You will be part of a One Team culture that promotes direct responsibility with an expectation to always deliver the best service possible for clients within a collegiate, team-based environment.
- You can help change the way we all think about and deliver the future of legal and professional services in a friendly, caring business, with little (if any) hierarchy.
- Our culture of positivity and transparency, provides a great platform for people to take their careers to the next level.
- We have an exceptional office environment and facilities at The Majestic in Leeds city centre.
- Excellent training and induction programme for all new starters; an engaging on-site training team will give you the skills and knowledge to succeed in your role.
- Great work-life balance with employee wellbeing and healthcare benefits.
- Excellent benefits package makes Knights a great place to work and includes 23 days annual leave, birthday gift vouchers, travel to work schemes, retailer discounts platform, healthcare, eyecare and dental, life assurance, discounted legal fees, pension, share incentive plan.
- You will have a strong commitment to client care and to providing a friendly and helpful service.
- You will have the ability to keep calm and work under pressure, adapt to changing priorities and handle a variety of duties to a high standard.
- You will be keen to work autonomously and manage your caseload within the guidelines of daily, weekly and monthly task structures.
- You will be comfortable adapting to change and helping the team / other teams where required.
- You have a careful and methodical approach to work, ensuring that processes, procedures etc. are followed accurately.
- Prior experience of customer service complaints roles is required, remortgage knowledge/experience is advantageous but not essential.
- You will be confident working in an environment with clear targets to achieve and strict deadlines / SLAs.
- You will thrive in a team environment which is supportive, positive and succeeds together.

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

Pay: £24,000.00-£27,000.00 per year

**Benefi