Customer Relations Advisor

Finders Keepers Ltd.; Leighton Buzzard; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Relations Advisor to support customers by investigating complaints within their mortgage services. This role involves assessing complaints independently and ensuring outcomes meet FCA guidelines. You will play a key part in delivering fair and timely resolutions, while also contributing to team performance and process improvements. With full training provided, this position offers a supportive environment where your contributions will help shape customer experiences. Join a team committed to inclusivity and customer satisfaction, and take your career to the next level.

Benefits

Full training provided

Discounts on products and services

25 days holiday entitlement

Access to Employee Assistance Programme

Discounted medical assessment

Qualifications

• Willing to complete CF1 & CF6 within 12 months.
• Experience handling regulated mortgage or insurance complaints is desirable.

Responsibilities

• Investigate and resolve mortgage and insurance complaints in line with FCA rules.
• Communicate clearly with customers by phone and in writing.
• Help improve processes by suggesting ideas to the Customer Relations Manager.

Skills

CeMAP or equivalent mortgage qualification

Strong communication skills

Detail-focused

Team player

Customer service skills

Education

CeMAP or equivalent mortgage qualification

Job description

Contact Centres – Customer service

We’re looking for a dedicated Customer Relations Advisor to support customers by fairly and thoroughly investigating complaints within our mortgage services business.

In this role, you’ll assess complaints independently, offer suitable redress where appropriate, and ensure all outcomes meet FCA Dispute Resolution (DISP) guidelines. You’ll play a key part in delivering fair, timely, and positive resolutions for our customers.

Working Hours: Mon – Fri 9.00 – 17.30

Key roles and responsibilities of a Customer Relations Advisor:

• Investigate and resolve mortgage and insurance complaints in line with FCA rules.
• Communicate clearly with customers by phone and in writing.
• Support team performance by contributing to meetings and sharing feedback.
• Help improve processes by suggesting ideas to the Customer Relations Manager.
• Stay up to date by completing regular training and passing quarterly tests.

What can we offer you?

• Full training provided.
• Perks at Work – Discounts on products and services, inc gym discounts
• Group Discounts on Property Services, inc estate agency, mortgage, conveyancing and surveying services
• 25 days holiday entitlement in addition to Bank Holidays.
• Aviva Digicare – inc digital GP and annual health check
• Access to our Employee Assistance Programme - 24/7 support for you and your family
• Nuffield Health Screening – discounted medical assessment to provide an in-depth picture of your health

Skills and experience required to be a successful Customer Relations Advisor:

• CeMAP or equivalent mortgage qualification (or willing to complete CF1 & CF6 within 12 months).
• Strong communication skills - confident with both written and verbal contact.
• Detail-focused, organised, and able to meet deadlines under pressure.
• Team player with a positive, can-do attitude and great customer service skills.
• Experience handling regulated mortgage or insurance complaints (desirable, but not essential).

Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.

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