Customer Relations Advisor

Connells Group HQ; Leighton Buzzard; On-site; GBP 25,000 - 35,000; Full time

Job summary

A forward-thinking company is seeking a dedicated Customer Relations Advisor to support customers by investigating complaints within the mortgage services sector. This role involves assessing complaints independently, ensuring compliance with FCA guidelines, and delivering fair resolutions. The ideal candidate will possess strong communication skills and a detail-oriented approach, contributing positively to team performance. With comprehensive training and attractive perks, this position offers a chance to thrive in a supportive environment focused on customer satisfaction and professional growth.

Benefits

Full training provided

Discounts on products and services

25 days holiday entitlement

Digital GP and annual health check

24/7 Employee Assistance Programme

Discounted medical assessment

Qualifications

• Willingness to complete CF1 & CF6 within 12 months.
• Strong communication skills for both written and verbal contact.

Responsibilities

• Investigate and resolve mortgage and insurance complaints.
• Communicate clearly with customers by phone and in writing.
• Support team performance and suggest process improvements.

Skills

CeMAP or equivalent mortgage qualification

Strong communication skills

Detail-focused and organized

Customer service skills

Experience handling regulated complaints

Education

CeMAP or equivalent mortgage qualification

Job description

Job DescriptionWe’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 – 17.30Key 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.CC00587

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