Customer Complaints Officer (Mortgage-Lending)
Job Type | Permanent |
Area | All of London, UKCity, UK |
Sector | BankingFront OfficeCustomer Services |
Salary | Up to £50,000 plus EXCELLENT bonus and benefits |
Currency | GBP |
Start Date | |
Job Ref | VAC-16884 |
Job Views | 161 |
- Description
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.