Mortgage Complaints Investigator

Location: Remote (We can only consider candidates with the right to work in the UK)

Working Hours: Full Time (Monday - Friday 09:00 - 17:30)

Salary: Competitive + 25 days holiday and a fantastic range of benefits.

About Us

At Kensington Mortgages, we have been leading the way in providing specialist mortgage solutions for over 25 years. We are dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - It is what we call the 'Kensington Difference.'

As a wholly owned subsidiary of Barclays Bank UK PLC, we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority.

What You Will Be Doing

We are seeking a dedicated and detail-orientated Complaints Investigator to join our Complaints Team. In this role, you will play a crucial part in administering and completing all complaint activities, generating accurate and timely responses to complex complaints, and enhancing our customer outcomes.

Please note, we can only consider your application if you have held a similar Complaints role within financial services.

Key Responsibilities:

• Take full ownership and resolve mortgage related complaints from customers, stakeholders and regulatory bodies.
• Create and write strong responses including written communication to customers.
• Review and analyse documentation, including mortgage files, correspondence and relevant policies to understand the nature of the complaint.
• Communicate effectively with customers to gather information, explain processes, and provide updates on complaint status.
• Collaborate with various departments to gather insights and develop comprehensive resolutions.
• Act as a Subject Matter Expert, offering guidance and support to the wider business and team whilst considering risk in all daily activities.
• Ensure strong customer communication by handling redress calls, transactions, and providing effective resolutions to challenging customer communications.
• Complete all work in adherence to relevant policies, procedures and regulations, utilising sound judgement to resolve issues and identify trends.
• Conduct Root Cause Analysis to identify the underlying issues behind complaints and ensure measures are taken to prevent recurrence.
• Identify trends in complaints and suggest improvements to processes, policies and training to enhance the customer experience.
• Maintain and ensure accurate records of all investigations with the Complaint Management System.

What You Bring:

• A solid background in Financial Services is essential, with a strong understanding of the complaints process and FCA regulations.
• Proven experience in a fast-paced target-driven environment with a focus on delivering exceptional customer service.
• Ability to interpret and respond clearly to verbal and written complex complaints. A strong letter writing skillset is required.
• Familiarity with customer administration policies and processes, including both simple and complex transactions.
• Strong organisational skills and the ability to manage multiple cases simultaneously.
• Proficiency in Microsoft Office applications and within a complaints management system.
• Skilled at balancing customer needs with department goals to ensure a smooth and effective workflow.

Why Join Kensington Mortgages

At KMC, our employees are the heart of our success. We strive to create workplaces that promote professional development and work-life balance. Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued. As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression.

Ready to make a difference? If you are passionate about providing exceptional customer service and want to join a team that values your contributions, we would love to hear from you! Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.

Important Information

Please note, all offers of employment for this role are subject to a series of background checks, including criminal (DBS), credit and Right to work checks.

To take advantage of 'digital Right to work' checks you must hold a valid passport; alternatively, you must be prepared to come into Maidenhead to show ID.