Complaints Officer

TN United Kingdom; Derby; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

An established industry player is seeking a dedicated Complaints Officer to enhance customer experience by resolving complaints efficiently. This role involves investigating complaints, identifying root causes, and collaborating with stakeholders to ensure compliance with regulations. The ideal candidate will possess strong communication and investigative skills, along with a commitment to professionalism and integrity. Join a supportive environment that values diversity and offers opportunities for career development, including assistance in obtaining relevant qualifications. This is a fantastic opportunity to make a significant impact within a forward-thinking organization.

Qualifications

• Experience in handling Mortgage and/or Protection queries.
• Strong time management and investigative skills.

Responsibilities

• Record and track complaints for audit purposes.
• Investigate and communicate findings clearly to stakeholders.

Skills

Customer Service

Complaint Resolution

Time Management

Investigative Skills

Communication Skills

Education

CeMAP Qualification

Tools

Microsoft Office Suite

Job description

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Complaints Officer

Position Details:

• Permanent, Full-time (37.5 hours, Monday to Friday)
• Hybrid working: 3 days in the office, 2 days remote
• Salary: £25,000-£29,000 depending on experience, plus benefits

About the Role

MAB is dedicated to providing our customers with the best experience. Our goal is to resolve complaints fairly and use insights into root causes to improve our service.

You will investigate and resolve customer complaints according to FCA dispute resolution rules and support consumer duty regulations by preventing customer detriment. You will identify root causes and support the detection and prevention of recurring issues.

Career Development

We support your growth and development, including assistance to obtain your CeMAP qualification.

Key Responsibilities

1. Record and track complaints to maintain a clear audit trail.
2. Investigate complaints thoroughly, engaging stakeholders and third parties to establish clear rationale.
3. Document and communicate findings clearly to both the business and customers, providing appropriate resolutions.
4. Collaborate with the Compliance team to ensure a cohesive approach to adviser development.
5. Build effective relationships with key stakeholders such as advisers and business owners.
6. Utilize Microsoft Office Suite effectively (Outlook, Excel).

Candidate Profile

To succeed, you should have:

1. Experience handling Mortgage and/or Protection queries in a customer-focused environment.
2. Strong time management skills to meet regulatory response times.
3. Good judgment and independence for sound decision-making.
4. Investigative skills to identify root causes and resolve complaints per internal policies.
5. Clear communication skills, both verbal and written.
6. Ability to build relationships with stakeholders.
7. Professionalism and integrity in communication.

Inclusivity Statement

At MAB, we value diversity and are committed to creating an inclusive environment. We encourage applicants from all backgrounds to apply. We aim to reduce barriers throughout our recruitment process and support candidates with adjustments. Please contact us for assistance.

Note: MAB cannot sponsor visas. We are not engaging agencies for this role and will not accept speculative CVs.