Complaints Officer

Job Title: Complaints Officer

Vacancy Type: Part Time

Location: London Victoria Hybrid 1 day office based 2 days WFH

Salary: Up to 35,000 Pro Rata

Hours: Monday to Friday 9 am to 5:30 pm

Benefits:

• Generous holiday entitlement
• Flexibility to work from home up to 3 days per week
• Generous pension scheme
• Health insurance
• Enhanced maternity/paternity leave
• Life Insurance
• Cycle-to-work scheme
• Regular Social events

About our Client:

Our client is a repeated award-winning specialised lending platform dedicated to residential buy-to-let mortgages.

Proudly fostering a unique working culture, they view themselves not just as a team but as one big working family where every member actively contributes to the company's success. Their strength lies in a set of core values: honesty, confidence, insightfulness, unity, and ambition.

The team's dedication is reflected in their outstanding Glassdoor rating of 4.8, showcasing the positive work environment.

Embracing the evolving work landscape, the company offers flexibility with the option to work from home. Our client's working space has onsite amenities, including showers and cycle storage.

About the Role:

Our offering a three-day-a-week role, with one day in their London office and two days remote. Joining as a Complaints Officer, you'll play a vital role in maintaining top-notch customer satisfaction. From new applicants to existing borrowers, you'll efficiently handle complaints and drive process improvements.

Responsibilities:

• Investigate and resolve complaints from applicants and brokers, coordinating with relevant stakeholders.
• Communicate clearly throughout the process, providing timely responses.
• Oversee complaints from existing borrowers via third-party servicer, approving final responses.
• Track complaints, provide management reports, and chair the Complaints Working Group.
• Act as the main contact with the Financial Ombudsman Service for escalated complaints.
• Contribute to enhancing complaints policies and processes, potentially implementing new systems.
• Develop and deliver executive-level complaints management information pack.
• Use thematic reviews to provide targeted training for team improvement.
• Continuously review and manage Complaints policy.
• Conduct regular call reviews for systemic issue identification and resolution.

Experience required:

• Previous experience in handling complaints.
• Demonstrated a hands-on and pragmatic approach to complaint resolution.
• Strong analytical and problem-solving skills, making evidence-based decisions.
• Ability to work independently and collaboratively within a team.
• Proficiency in meeting deadlines and Service Level Agreements (SLAs).
• Excellent written and verbal communication abilities.
• Experience of working for a regulated business - preference will be given to FCA regulated businesses
• Experience of working with or for an Ombudsman
• Desirable - Mortgage Complaints experience

Trusting Stellar Select:

At Stellar Select, our commitment goes beyond recruitment; it's about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success.

Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness.

Embark on your career journey with confidence, knowing that our services are designed with your success in mind. Here's what our complimentary service includes:

• Expert Consultants: We are your allies, dedicated to understanding your goals and guiding you toward success.
• Industry Expertise: Benefit from our in-depth knowledge of the industry, providing you with insights that set you apart in your career.
• 1-2-1 Experience Discussion: Your experiences matter. Engage in personalised discussions about your journey and how it aligns with the job role.
• Interview Preparation: Step into interviews with confidence. We provide thorough preparation to ensure you shine in every interaction.
• Negotiation of Job Offers: We'll manage the negotiations on your behalf, aiming for offers that align with your expectations.
• Market Insights: Stay informed with the financial market insights that empower you to make informed career decisions.
• Recruitment Process Updates: No more uncertainty. We keep you in the loop with regular updates on your recruitment process.
• Matching to Other Roles: Your journey doesn't end with one opportunity. We explore matches to other roles based on your experience and interests.
• Referral Programs: Spread the word and be rewarded.

For more information regarding the role of Complaints Officerplease contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC