Job Description
We’re looking for a dedicated Complaints Handler to support customers by fairly and thoroughly investigating complaints within our mortgage services business.
In this role, you’ll assess complaints independently, offer suitable redress where appropriate, and ensure all outcomes meet FCA Dispute Resolution (DISP) guidelines. You’ll play a key part in delivering fair, timely, and positive resolutions for our customers.
Working Hours: Mon – Fri 9.00 – 17.30
Key roles and responsibilities of a Complaints Handler:
Investigate and resolve mortgage and insurance complaints in line with FCA rules.
Communicate clearly with customers by phone and in writing.
Support team performance by contributing to meetings and sharing feedback.
Help improve processes by suggesting ideas to the Customer Relations Manager.
Stay up to date by completing regular training and passing quarterly tests.
What can we offer you?
Full training provided.
Perks at Work – Discounts on products and services, inc gym discounts
Group Discounts on Property Services, inc estate agency, mortgage, conveyancing and surveying services
25 days holiday entitlement in addition to Bank Holidays.
Aviva Digicare – inc digital GP and annual health check
Access to our Employee Assistance Programme - 24/7 support for you and your family
Nuffield Health Screening – discounted medical assessment to provide an in-depth picture of your health
Skills and experience required to be a successful Complaints Handler:
CeMAP or equivalent mortgage qualification (or willing to complete CF1 & CF6 within 12 months).
Strong communication skills - confident with both written and verbal contact.
Detail-focused, organised, and able to meet deadlines under pressure.
Team player with a positive, can-do attitude and great customer service skills.
Experience handling regulated mortgage or insurance complaints (desirable, but not essential).
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.
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