Complaints Handler

DescriptionAn opportunity has arisen for an experienced Complaints Handler to join the complaints handling team which sits within our Business Transformation Department, for a fixed term of 8 months. The Complaints Handler will be part of a team responsible for investigating all complaints received within the company and responding via written communication with both complainant and regulators. The ideal candidate is required to have a proven track record of mortgage servicing and complaint handling experience in the UK financial services sector in the last 3 years. This is an excellent opportunity to join a growing department and business with opportunities to expand and develop. There is potential for permanent work within the contract but this is never guaranteed.

This role can be performed fully remote and we welcome applications from candidates who are not able to commute to our Fleet based office. If the successful candidate is within commuting distance of Fleet then we are currently running a hybrid working schedule. This consists of 3 days in the office and 2 days home based working to be discussed with the successful candidate.

You must have the right to work in the UK. Any candidates that require VISA Sponsorship in the future please be aware that CHL doesn't currently offer sponsorship and has no plans to in the future, so your application should take that into consideration.  
Key Responsibilities

• Action all complaints received within the company via the Complaints system within given timescales
• Undertake all verbal and written communication with complainants and regulators within given timescales
• Investigate the registered complaint using all available information and resource
• Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
• Refer to and discuss with the Chief Operating Officer complaints where a “final” or “deadlock” letter is required
• Produce monthly Complaints report to ExCo
• Arrange and attend monthly Complaints meetings with Senior Management to discuss the previous months complaints, root cause analysis and any implications and trends which may affect the company to inform process change where appropriate.
• Complete and keep up to date all logs pertaining to company complaints
• Ensure CHL meet the FCA Complaints Reporting deadlines bi-annually in conjunction with the Compliance Manager

Skills Knowledge and Expertise

• Experience in the Mortgage servicing sector
• Experience with regulated complaint handling
• Capable of hitting the ground running and working independently
• Highly organised
• Good written and verbal skills when dealing with customers

Benefits

• 25 days holiday per annum
• Company pension scheme - up to 9% company contribution
• 1 x Paid charity days 
• Long service awards and extra holiday  
• Healthcare cash plan
• Life assurance cover x 4
• Online discounts and gym memberships
• Enhanced paternity and maternity pay 
• Access to Smart Hive by Bravo Benefits giving you full access to all your benefits + additional discounts 

CHL Group provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. The CHL Group consists of 3 companies, CHL Mortgages, CHL Mortgages for Intermediaries and Landmark Mortgages. We have vast experience in the UK mortgage market encompassing a range of services. We currently service c.30,000 of mortgage assets on behalf of third-party clients and manage several standby contracts for mortgage and bridging finance clients.

Founded in 1990 CHL Group has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. We have grown to become one of the market leaders in specialist mortgages and the Buy-to-Let markets.

We are always on the lookout for talented, dedicated and motivated colleagues to drive the business forward and provide the best outcomes for our clients, investors and customers. We provide an excellent benefit package, competitive salary and excellent work environments where colleagues can learn, develop and progress  

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