Complaints Associate

LANDBAY; Greater London; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Hybrid working

Generous pension scheme

Health insurance

Generous holiday entitlement

Life Insurance

Cycle-to-work scheme

Volunteering & Wellbeing Days

Job summary

Landbay in Victoria, Central London, is hiring a Complaints Associate to support the risk and compliance function. You will investigate and resolve complaints from applicants and brokers, coordinating with sales, underwriting and operations to gather information and draft responses.

You’ll monitor complaints, escalate to the Financial Ombudsman if needed, and help improve complaints policies and processes. The role requires at least 2 years of complaint handling in banking or lending, plus

Qualifications

• 2 yrs minimum complaint handling experience in banking, credit or lending.
• Hands-on, pragmatic approach with proven complaint handling or quality issue investigations.
• Strong analytical and problem-solving skills with evidence-based decisions.
• Ability to work independently and as part of a team.
• Able to meet deadlines and SLAs.
• Excellent written and verbal communication skills.
• Nice to have experience in mortgage environments.
• Knowledge of BI tools such as Power BI or Looker.

Responsibilities

• Investigate and resolve complaints from applicants and brokers, coordinating with sales, underwriting, operations and leadership to gather information.
• Communicate with customers throughout the process and issue final responses.
• Review investigations by third‑party servicer and approve final responses within authority.
• Undertake thematic reviews and recommend process improvements.
• Be a point of contact with the Financial Ombudsman and respond to requests.
• Contribute to policy and process improvements for complaints.
• Conduct regular call reviews to identify systemic issues and resolutions.
• Develop understanding of broker and solicitor relationships and how they intersect with complaints.

Skills

Complaint handling

Analytical

Decision making

Communication

Independent worker

Teamwork

SLAs

Tools

Power BI

Looker

Job description

Complaints Associate

About Landbay

We are an award-winning mortgage platform, created for our customers, designing better ways to buy-to-let. Our vision is to become the 'go-to' funding partner in the private rental sector. At Landbay, we focus on the customer. And we bring together the best people and partners, leveraging our data, technology and market expertise - to give people what they really need.

Join Landbay and you'll be part of a growing, ambitious and supportive team, where everyone is encouraged to contribute and do their best work. Our team, our community, and the wider world matters to us, as much as the work we do. We're building a company we love, and we hope you'll love it too.

For more information about Landbay please visit our website: https://landbay.co.uk/about-us

The role

We are looking for a Complaints Associate to join our Risk and Compliance Team. You'll play an important role in helping us deliver a positive experience for our customers. You will work closely alongside the Complaints Officer, supporting the investigation and resolution of customer complaints. You will be responsible for the efficient and effective handling of customer complaints. These could be complaints received directly from new applicants or their brokers, or complaints received from existing borrower s via our third-party servicer. You will take a "hands on" approach to acknowledge, investigate and handle individual complaints. You'll make sure complaints are tracked accurately and provide regular reporting and management information. You will be responsible for contributing to process improvements to the complaints system and processes.

Responsibilities

• Investigate and resolve complaints from applicants and brokers, working with colleagues across sales, underwriting, operations and senior leadership to gather information and prepare responses.
• Communicate with customers throughout the process in a clear and concise manner, including acknowledging complaints and issuing final responses.
• Reviewing complaint investigations conducted by our third-party servicer and approving final responses within delegated authority.
• Undertake thematic reviews, including of controls around the complaints processes to recommend process improvements.
• Be a contact point with the FOS (Financial Ombudsman) and respond to their requests, should any complaints be escalated.
• Contribute to the development and improvement of complaints policies and processes.
• Conduct regular call reviews to advise on systemic issues and deliver resolutions.
• Build a strong understanding of broker and solicitor relationships and how they intersect with complaints and quality issues.

Desired Skills & Experience

Essential

We are looking for someone who...

• 2 yrs minimum complaint handling experience in a banking, credit, or lending environment
• Has a "hands on" and pragmatic approach, with proven experience in handling complaints or investigating quality issues.
• Strong analytical and problem-solving skills, with the ability to make evidence-based and reasonable decisions.
• Ability to make evidence-based, accountable decisions.
• Ability to work independently and as part of a team.
• Ability to meet deadlines and SLAs.
• Excellent written and verbal communication skills.

Desired

Nice to have but not essential:

• Previous experience working in a mortgage environment.
• Knowledge of business intelligence tools, such as Power BI or Looker.

Location & Logistics

Position is based in Victoria, Central London, reporting to the Complaints Officer.

Company benefits

• Salary up to £35,000 per year
• Generous holiday entitlement
• Hybrid working
• Generous pension scheme
• Health insurance
• Enhanced family leave policies
• Volunteering & Wellbeing Days
• Life Insurance
• Cycle-to-work scheme

The Application Process

Applicants will need to have the right to work in the UK.

Landbay is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to providing a fair and inclusive recruitment process. If you need any adjustments during the recruitment process, please let us know.