Mortgage & Insurance Complaint Handler
The Connells Group, one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network of over 600 branches nationwide, the Group combines residential sales and lettings expertise with a range of services including new homes, mortgage services, surveying, conveyancing and more!
The main purpose of this role is supporting the Mortgage Services business by independently and impartially completing thorough and high quality investigations of customer complaints with the overall objective of ensuring that a fair outcome is reached for the customer.
Where appropriate calculate and offer suitable financial redress to customers and arrange remedial action to be completed to address the complaint, in accordance with the businesses standards and with support from the Customer Relations Manager/Senior Customer Relations Adviser.
Provide feedback and support to the Groups Mortgage Consultants/ Sales Managers regarding learning points from complaints.
A full new starter induction programme is in place to support you as you develop in the role and ensure you have all the tools you will to competently carry out the role.
You will also:
Ensure Business systems are accurately and promptly updated to provide an audit trail of complaint investigations and the final outcome.
Provide clear, concise and constructive feedback in writing for the Mortgage Consutlant/Sales Manager in order to support them in their future development and look to reduce the chance of similar errors being made in future.
With training & support be confident and comfortable addressing queries from internal and external customers, both verbally & in writing, regarding complaints.
After completing the new starter induction programme, have an awareness of and comply with all processes/procedures and statutory regulations applicable to regulated complaint handling.
Ensure that all customers are treated fairly, in accordance with the Companies TCF policies.
• Communicate professionally to internal and external customers
• Ability to organise, prioritise and handle varied workload
• Thorough & accurate complaint investigations
• Computer literate
• Attention to detail
• High level of accuracy
• Able to take on feedback & adapt
• Ability to work under pressure
Interested to know more?
If you are looking to progress in your Estate Agency career and want to know more about this vacancy, please apply online with your CV and covering letter.
Why not check out our company website's at: www.connells.co.uk,www.connellsgroup.co.uk
Keywords: Estate Agent, Estate Agency, Lettings, Sales, Property Sales, Sales Negotiator, Financial Services, Mortgage and Protection