At a Glance
- Tasks: Handle complaints and queries, ensuring fair treatment and timely responses.
- Company: Join a tech-savvy Mortgage Network dedicated to supporting advisers.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for growth in a dynamic regulatory environment.
- Why this job: Make a real difference by resolving issues and improving customer experiences.
- Qualifications: Experience in financial services and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
Responsibilities
- 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.
Professional 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.
Complaints Officer in Leicester employer: HL Partnership
As a technology-focused Mortgage Network, we pride ourselves on fostering a supportive and innovative work environment for our Complaints Officers. Our commitment to employee growth is evident through ongoing training opportunities and a culture that values collaboration and open communication. Located in a dynamic sector, we offer competitive benefits and the chance to make a meaningful impact in the financial services industry, ensuring that our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Leicester
✨Tip Number 1
Network like a pro! Get out there and connect with people in the financial services sector. Attend industry events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Complaints Officer role.
✨Tip Number 2
Practice makes perfect! Prepare for interviews by role-playing common scenarios you might face as a Complaints Officer. Think about how you'd handle tricky complaints or explain FCA guidelines clearly. This will boost your confidence and show you're ready for the job.
✨Tip Number 3
Show off your skills! When you get the chance to chat with potential employers, highlight your experience with complaint investigations and your understanding of regulatory environments. Make sure they know you’re the right fit for their team.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining us. It shows initiative and enthusiasm, which are key traits for a Complaints Officer. Don’t miss out on this opportunity!
We think you need these skills to ace Complaints Officer in Leicester
Some tips for your application 🫡
Know the Role Inside Out:Before you start writing your application, make sure you really understand what a Complaints Officer does. Familiarise yourself with the FCA guidelines and the specific responsibilities mentioned in the job description. This will help you tailor your application to show that you're the perfect fit for us!
Show Off Your Communication Skills:Since this role involves a lot of communication, both written and verbal, make sure your application reflects your ability to convey complex information clearly. Use examples from your past experience where you've successfully handled complaints or communicated effectively with clients.
Highlight Relevant Experience:Don’t just list your previous jobs; explain how your experience relates to the role of a Complaints Officer. Mention any specific instances where you’ve dealt with complaints, worked under pressure, or navigated regulatory environments. We want to see how your background makes you a strong candidate!
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’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
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 prepared to handle complaints effectively.
✨Showcase Your Communication Skills
Since the role involves a lot of communication, practice articulating complex information clearly and concisely. You might want to prepare examples of how you've successfully communicated with complainants or colleagues in the past, as this will demonstrate your ability to build relationships and resolve issues.
✨Demonstrate Your Analytical Skills
Be ready to discuss how you approach problem-solving and root cause analysis. Think of specific instances where you had to analyse information to make informed decisions, especially in high-pressure situations. This will highlight your ability to manage a workload of cases effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your ability to handle complaints. Prepare by thinking through various complaint scenarios you might encounter and how you would address them, including recommending suitable redress or remedial actions. This will show your practical understanding of the role.
