Complaints OfficerPermanent, Full-time (37.5 hours, Monday to Friday)Hybrid working with 3 days in the office, 2 days working from home£25,000-£29,000 depending on experience, plus benefits About the roleMAB is dedicated to ensuring our customers have the very best experience with us. Our aim is to not only resolve complaints fairly but to use our insight into complaint root causes to help improve our service to customers. You’ll be responsible for the investigation and resolution of customer complaints in line with the Financial Conduct Authority’s dispute resolution rules and supporting our delivery of consumer duty regulations through the prevention of customer detriment. You'll help identify the root cause of complaints and support the detection and prevention of repeat issues. Looking to grow and develop in your career? We’ll support you to obtain your CeMAP qualification as part of your role, supporting your learning and development to grow and thrive in your role. Key Responsibilities Record and track incoming complaints to provide a clear audit trail of complaint management Use your knowledge and evaluation skills to investigate complaints thoroughly, engaging with key stakeholders and third parties to establish clear rationale for your decision Document and issue your findings clearly to both the business and the customer with appropriate resolution where required Work closely with other members of the Compliance function to ensure a joined-up approach to adviser development Promote effective working relationships with key stakeholders to deliver business requirements – e.g. Advisers and Business Owners Able to effectively use Microsoft Office Suite (e.g. outlook, excel) About You To be successful in this role, you will have: Experience in managing queries for Mortgage and/or Protection queries within a customer-orientated environment Sound time management to deliver the required number of final response letters to support management of volumes within regulatory time timescales Good judgement and self-sufficiency to enable sound decision making Investigatory skills to identify root cause and establish appropriate resolution for all complaints in accordance with internal policy and procedures Document and communicate information clearly to both the business and the customer with appropriate resolution where required. Effective communication skills, both verbal and written The ability to build excellent relationships with key stakeholders Excellent communicate at all levels with professionalism and integrity Everyone is WelcomeAt MAB, we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us. We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact. Regrettably, MAB is unable to provide Visa sponsorship. Please note we are not engaging agencies for this role and will not accept speculative CVs.