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: Enjoy a competitive salary, hybrid working options, and opportunities for professional growth.
- Other info: Be part of a dynamic team with a commitment to excellence and regulatory compliance.
- 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 care are essential.
Check below to see if you have what is needed for this opportunity, and if so, make an application asap.
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
- Receiving inbound queries and complaints and responding in a timely and appropriate manner within FCA guidelines and timescales.
- Ensuring that complainants are treated in a fair and consistent manner.
- Ensuring familiarity with the Financial Conduct Authority's Dispute Resolution Rules (DISP) and applying other relevant guidance when handling complaints.
- Completing complaint investigations thoroughly; researching databases, files, records, and meeting with relevant staff/members to produce a detailed report of the events and actions leading up to the complaint.
- Where appropriate, recommending suitable redress or arranging remedial action to address the complaint in accordance with the Complaints Handling Policy.
- Managing a workload of cases at various stages of resolution.
- Confidentially and clearly communicating with all parties both verbally and in writing, ensuring that the complainant fully understands the matter.
- Liaising with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies when handling complaints as required.
- Maintaining accurate records of complaint investigations 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.
- Working 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.
- Identifying systems, procedures and control improvements.
- Providing support and assistance to any ad hoc compliance projects as appropriate.
Qualifications
- CeMAP or an equivalent professional financial services qualification, or willingness to work towards this.
Skills / Competencies
- Demonstrable industry knowledge, particularly the mortgage and protection process, and experience to conduct the role.
- A solid grounding and understanding of working within a regulatory environment.
- Excellent verbal and written communication skills.
- Confidence in presenting complex information in a clear and concise manner.
- Ability to analyse information with a view to making informed decisions.
- Passion for building excellent working relationships with colleagues and members to deliver the right outcomes for all parties.
- A good team player, with the ability to work independently and on initiative.
- Strong computer skills, including Microsoft applications.
Experience Required
- Minimum three years of experience in a similar role within the financial services sector.
- Knowledge of various FCA rules and guidance relating to the sector (DISP, CONC, ICOBS, Vulnerable Customer, and Consumer Duty).
- Experience of working under pressure, prioritising tasks and meeting tight deadlines.
- Competency in Microsoft Office Suite (Excel, Word, etc.).
Personal Qualities
- Highly self‑motivated 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.
- Curiosity (root cause analysis).
- A focus on customer outcomes and avoiding foreseeable harm.
As we are a non‑sponsoring company, you must already have the right to work in the UK.
Complaints Officer in Leicester employer: HLPartnership
As a technology-focused Mortgage Network based in Leicester, we pride ourselves on being an excellent employer that values innovation and employee development. Our hybrid working model promotes a healthy work-life balance, while our commitment to training and professional growth ensures that you can advance your career in the financial services sector. Join us to be part of a supportive team dedicated to delivering fair outcomes and exceptional service to our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Leicester
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like HLPartnership looking for candidates who are engaged and informed.
We think you need these skills to ace Complaints Officer in Leicester
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at HLPartnership. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at HLPartnership
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with HLPartnership’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
