At a Glance
- Tasks: Investigate and resolve customer complaints, ensuring a positive experience.
- Company: Join Landbay, an award-winning mortgage platform focused on customer satisfaction.
- Benefits: Enjoy a competitive salary, generous holiday, hybrid working, and health insurance.
- Other info: Be part of a supportive team with opportunities for professional development.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: 2+ years of complaint handling experience in banking or lending.
The predicted salary is between 35000 - 35000 £ per year.
- Complaints Associate
- About Landbay
We are an award-winning mortgage platform, created for our customers, designing better ways to buy-to-let.
Our vision is to become the 'go-to' funding partner in the private rental sector.
At Landbay, we focus on the customer.
And we bring together the best people and partners, leveraging our data, technology and market expertise - to give people what they really need.
Join Landbay and you'll be part of a growing, ambitious and supportive team, where everyone is encouraged to contribute and do their best work.
Our team, our community, and the wider world matters to us, as much as the work we do.
We're building a company we love, and we hope you'll love it too.
For more information about Landbay please visit our website: https://landbay. co. uk/about-us
The role
We are looking for a Complaints Associate to join our Risk and Compliance Team.
You'll play an important role in helping us deliver a positive experience for our customers.
You will work closely alongside the Complaints Officer, supporting the investigation and resolution of customer complaints.
You will be responsible for the efficient and effective handling of customer complaints.
These could be complaints received directly from new applicants or their brokers, or complaints received from existing borrower s via our third-party servicer.
You will take a "hands on" approach to acknowledge, investigate and handle individual complaints.
You'll make sure complaints are tracked accurately and provide regular reporting and management information.
You will be responsible for contributing to process improvements to the complaints system and processes.
Responsibilities
- Investigate and resolve complaints from applicants and brokers, working with colleagues across sales, underwriting, operations and senior leadership to gather information and prepare responses.
- Communicate with customers throughout the process in a clear and concise manner, including acknowledging complaints and issuing final responses.
- Reviewing complaint investigations conducted by our third-party servicer and approving final responses within delegated authority.
- Undertake thematic reviews, including of controls around the complaints processes to recommend process improvements.
- Be a contact point with the FOS (Financial Ombudsman) and respond to their requests, should any complaints be escalated.
- Contribute to the development and improvement of complaints policies and processes.
- Conduct regular call reviews to advise on systemic issues and deliver resolutions.
- Build a strong understanding of broker and solicitor relationships and how they intersect with complaints and quality issues.
- Desired Skills & Experience
Essential
We are looking for someone who...
- 2 yrs minimum complaint handling experience in a banking, credit, or lending environment
- Has a "hands on" and pragmatic approach, with proven experience in handling complaints or investigating quality issues.
- Strong analytical and problem-solving skills, with the ability to make evidence-based and reasonable decisions.
- Ability to make evidence-based, accountable decisions.
- Ability to work independently and as part of a team.
- Ability to meet deadlines and SLAs.
- Excellent written and verbal communication skills.
- Desired
Nice to have but not essential
- Previous experience working in a mortgage environment.
- Knowledge of business intelligence tools, such as Power BI or Looker.
- Location & Logistics
Position is based in Victoria, Central London, reporting to the Complaints Officer.
- Company benefits
- Salary up to £35,000 per year
- Generous holiday entitlement
- Hybrid working
- Generous pension scheme
- Health insurance
- Enhanced family leave policies
- Volunteering & Wellbeing Days
- Life Insurance
- Cycle-to-work scheme
- The Application Process
Applicants will need to have the right to work in the UK.
Landbay is an equal opportunities employer.
We welcome applications from people of all backgrounds and are committed to providing a fair and inclusive recruitment process.
If you need any adjustments during the recruitment process, please let us know.
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Complaints Associate employer: LANDBAY
At Landbay, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of central London. Our commitment to employee growth is evident through tailored development opportunities and a supportive environment that encourages professional advancement. Join us to be part of a forward-thinking team where your contributions directly impact our success in the mortgage servicing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LANDBAY. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LANDBAY before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LANDBAY:Your cover letter is your chance to shine! Tell us why you want to work at LANDBAY specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LANDBAY!
How to prepare for a job interview at LANDBAY
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
