Customer Complaints Officer (Mortgage-Lending)

Up to £50,000 plus EXCELLENT bonus and benefits

Hybrid working available!

A fantastic opportunity has arisen for an experienced Customer Complaints Officer to join a specialist Banking company based in the heart of the City of London. Joining a dynamic and collaborative team, you will be working to promote and encourage a positive customer outcome and experience. For this role, it is essential that candidates have strong knowledge of FCA policies and laws referring to Consumer Duty, and candidates should come from a financial services background (mortgage-related highly advantageous).

Duties of the Customer Complaints Officer to include:

• Manage and oversee the timely resolution of customer complaints, ensuring efficient handling within established timelines.
• Proactively resolve any customer issues to address customer dissatisfaction and secure positive resolutions.
• Conduct in-depth root cause analysis to identify and rectify any underlying problems contributing to customer concerns.
• Perform regular analysis and research to optimize the overall customer experience, identifying areas for improvement.
• Administer and analyze customer surveys, actively gathering feedback to measure satisfaction levels and enhance service quality.
• Collaborate with the training team to instill a customer-focused culture among colleagues within the mortgage division.

Requirements for the successful Customer Complaints Officer:

• Knowledge of Financial Ombudsman Service standards, FCA policies and laws referring to Consumer Duty, Treating Customer Fair and Vulnerable Customers is essential
• Excellent communications skills, with strong judgment-making abilities to deal with complex customer needs
• Exceptional organisational skills, with ability to assume autonomy over own work
• Highly numerate with strong IT skills (including: Microsoft Office, Word, Excel, Outlook, PowerPoint)

What’s in it for you:

• Private Medical Insurance
• 26 Days Holiday plus 2 Wellbeing Days
• Hybrid Working offering you the ability to balance your work and home life
• Excellent career development opportunities and sponsorship of relevant qualifications
• And MUCH MORE

This vacancy is being advertised by Montpellier Resourcing Associates Limited. The services advertised by Montpellier Resourcing Associates Limited are those of an Employment Agency.