At a Glance
- Tasks: Investigate and resolve complaints while ensuring fair outcomes for all parties involved.
- Company: Join a tech-focused Mortgage Network dedicated to supporting advisers with innovative solutions.
- Benefits: Competitive salary, hybrid working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on compliance and continuous improvement.
- Why this job: Make a real difference by helping clients navigate their complaints in a supportive environment.
- Qualifications: Experience in financial services and a passion for customer advocacy are essential.
Location: Leicester based / Hybrid working negotiable
Contract: Full-Time
Salary: £28,000 – £38,000 PA (depending on experience)
We are a technology-focused Mortgage Network, offering support services to Mortgage and Protection Advisers. Our goal is to continue to be the best home for Mortgage Advisers, Protection Specialists, Equity Release Experts and General Insurance Professionals, whatever their size or location, using market-leading technology.
The Role
To support the network to independently and impartially investigate, manage and resolve network and 3rd party complaints and disputes, providing a fair outcome whilst remaining commercially aware.
Key Tasks Include:
- Receiving inbound queries and complaints and responding in a timely and appropriate manner within FCA guidelines and timescales.
- Ensure that complainants are treated in a fair and consistent manner.
- Ensure you are familiar with the Financial Conduct Authority's Dispute Resolution Rules (DISP) and other relevant guidance is applied when handling complaints.
- Complete complaint investigations thoroughly; researching databases, files, records, and meeting with relevant staff/members in order to produce a detailed report of the events and actions leading up to the complaint.
- Where appropriate recommend suitable redress or arrange for remedial action to be completed to address the complaint, in accordance with Complaints Handling Policy.
- Manage a workload of cases at various stages of resolution.
- Confidentially and clearly communicate with all parties both verbally and in writing, ensuring that the complainant has a full understanding of the matter.
- Liaise with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.
- Ensure that accurate records of complaint investigations are maintained on the system as well as copies of all documentation and information used in support of the investigation.
- Assisting with producing management information for use by Senior Managers and Directors.
- Assisting with the recording and monitoring of legal fees.
- Work with the Risk and Compliance team to ensure the firm’s systems and controls are robust, support the immediate and future business plans and adhere to regulatory requirements.
- Identify systems, procedures and control improvements.
- Provide support and assistance to any ad hoc compliance projects as appropriate.
Qualifications:
CeMAP / Equivalent professional financial services qualification or willingness to work towards this.
Skills / Competencies:
- Able to demonstrate a suitable level of industry knowledge especially the mortgage and protection process and experience to conduct the role.
- A good grounding and understanding of working within a Regulatory environment.
- Excellent verbal and written communication skills.
- Confident in presenting complex information in a clear and concise manner.
- The ability to analyse information with a view to making informed decisions.
- Passionate in building excellent working relationships with both colleagues and our members to deliver the right outcomes for all parties.
- Good team player, but with an ability to work under own initiative.
- Good computer skills including Microsoft applications.
Experience Required:
- Minimum three years of experience in a similar role within the financial services sector.
- Knowledge of the various FCA rules and guidance relating to the above sector (i.e. DISP, CONC, ICOBS, Vulnerable Customer and Consumer Duty).
- Experience of working under pressure, prioritising and working to tight deadlines.
- Competent on Microsoft Office Suite i.e. Excel, Word etc.
Personal Qualities:
- Highly self-motivated and with strong personal discipline to meet key objectives.
- Confident and assured manner when discussing regulatory matters, whilst maintaining an informative and consultative style.
- Commitment to the fair treatment of customers.
- Curious (root cause analysis).
- Able to focus on customer outcome(s) and avoiding foreseeable harm.
As we are a non-sponsoring company, you must already have the right to work in the UK.
Complaints Officer employer: HL Partnership
As a technology-focused Mortgage Network based in Leicester, we pride ourselves on fostering a supportive and inclusive work culture that empowers our employees to thrive. With competitive salaries, hybrid working options, and a commitment to professional development, we offer a dynamic environment where Complaints Officers can grow their skills while making a meaningful impact in the financial services sector. Join us to be part of a team that values fairness, collaboration, and innovation in resolving complaints and enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups related to financial services. It's a great way to meet potential employers and get your name out there.
✨Tip Number 2
Prepare for interviews by practising common questions specific to complaints handling. Think about how you would approach resolving disputes and be ready to share examples from your experience.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can keep you on the interviewer's radar and show your enthusiasm for the role. Plus, it’s a nice touch that can set you apart.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for passionate individuals who want to make a difference in the mortgage and protection sector. Your next opportunity could be just a click away!
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Officer role. Highlight your experience in handling complaints and your understanding of FCA guidelines. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills:Since this role involves a lot of communication, both written and verbal, make sure to demonstrate your ability to present complex information clearly. Use examples from your past experiences where you’ve successfully resolved disputes or communicated with clients.
Highlight Relevant Experience:Don’t forget to mention your experience in the financial services sector, especially if you've worked with FCA rules before. We’re keen on candidates who can hit the ground running, so let us know how your background fits the bill!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at HL Partnership
✨Know Your FCA Guidelines
Make sure you brush up on the Financial Conduct Authority's Dispute Resolution Rules (DISP) before your interview. Being able to discuss these guidelines confidently will show that you understand the regulatory environment and are ready to handle complaints effectively.
✨Showcase Your Communication Skills
As a Complaints Officer, clear communication is key. Prepare examples of how you've successfully communicated complex information in the past, both verbally and in writing. This will demonstrate your ability to keep complainants informed and engaged throughout the resolution process.
✨Demonstrate Your Analytical Skills
Be ready to discuss how you approach problem-solving and root cause analysis. Think of specific instances where you've had to analyse information to make informed decisions. This will highlight your ability to manage complaints thoroughly and fairly.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your ability to handle complaints under pressure. Practice responding to hypothetical situations where you need to balance fairness with commercial awareness. This will help you showcase your decision-making skills and your commitment to customer outcomes.
