Complaints Officer

BCMGlobal Mortgage Services are seeking a Complaints Officer to join our Business Support & Operations Department

In this role, you will take ownership of complaints, ensuring that each one is handled to a high standard and in line with our Complaint Handling Policy & Procedure.

Key Responsibilities:

• Proactively resolve customer complaints through all communication channels (calls, emails, letters).
• Handle complaints in a professional manner, engaging with customers promptly to resolve issues at the earliest opportunity.
• Communicate effectively with customers, explaining solutions clearly and keeping them informed.
• If an error has occurred, provide a clear explanation and outline the steps to rectify the situation.
• Deliver excellent customer outcomes while maintaining high service standards.

Who We're Looking For:

• Strong team player who is cooperative and supportive of others.
• Self-motivated with the ability to drive your own personal development.
• A pleasant telephone manner with good etiquette.
• Excellent written and verbal communication skills, with the ability to adapt your tone and style as needed.
• Able to organise your workload to meet deadlines, whilst assisting the team when required.
• Customer-focused, always striving to identify effective solutions for both customers and clients.
• Knowledgeable in mortgage loan documentation and the relevant industry regulations (DISP).
• Able to thrive under pressure without compromising on quality.

If you're a dedicated and adaptable professional with a passion for customer satisfaction and problem-solving, we want to hear from you. Apply now to join our dynamic team and make a real difference.