Complaints Handler/Complaints Investigator (Fully Remote)

Our client, who are within the Mortgage industry are looking for a fully remote working Complaints Handler to join their team. The business has gone through a recent period of expansion which has resulted in a large recruitment drive. This is a really exciting time to join them!

The role will involve generating responses to complaints which may be of a complex nature or with regard to a wide range of topics, in an accurate and timely manner in adherence with policy, procedure and regulation. You will act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes.

Daily Duties for the Complaints Handler include:

• Plan and prioritise allocated workloads against agreed service standards.

• Take ownership for investigating and responding to internal and external requests accurately and efficiently.

• Competent in handling complaint calls and/or transactions and resolving challenging customer communications and queries to effective resolution.

• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.

• Resolve queries or referrals from both within and outside of the team.

• Consider risk when completing daily activities.

• Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.

To be considered for the Complaints Handler role you will have the following skills and experience:

• Experience and knowledge of working within Financial Services is essential.

• Able to embrace change whilst adopting a positive attitude.

• Experience of working in a target driven environment centred on customer delivery.

• Understanding of Microsoft office applications.

• Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.

• Understanding numerous/complex customer administration processes and policies.

• Experience of working in a customer facing/engagement environment and resolving customer complaints.

• Possess technical knowledge within the financial services industry around simple and complex queries and transactions.

Whats in it for you?

• Fully Remote working (No need to attend the offices. You can live anywhere in the U.K)
• All I.T equipment supplied
• Yearly annual bonus
• Employee Well-being hub
• Full remote training
• Frequent staff incentives which include high street vouchers
• Private healthcare
• Subsidized gym memberships
• Annual awards

The hours of work are Monday to Friday 9am -5.30pm with 1 hour for lunch.

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