Customer Relations Advisor
You'll work from 9:00am to 5:30pm in either our Leighton Buzzard or Milton Keynes offices.
You will support the Mortgage Services business by conducting independent, impartial, and high-quality investigations into customer complaints. Your primary objective is to ensure that every customer receives a fair, balanced, and positive outcome.
Following successful completion of the Customer Relations Team induction programme, you will demonstrate a strong understanding of the Financial Conduct Authority’s Dispute Resolution Rules (DISP) and consistently apply these principles when handling and resolving customer complaints.
Key Responsibilities
1. Independently and impartially investigate customer complaints, ensuring fair, consistent, and customer-focused outcomes
2. Deliver high quality complaint assessment and good customer outcomes, in line with internal procedures and regulatory standards
3. Apply the Financial Conduct Services Disputes Resolution (DISP) consistently
4. Clearly communicate complaints outcomes to customers in a professional, empathetic and transparent manner
5. Ensure that all agreed redress and remedial actions are accurately implemented and completed within agreed and reasonable timescale
6. Maintain regular contact with customers throughout the complaint investigation process
7. Maintain accurate, thorough and compliant case records to support audit, reporting and regulatory requirements
What We Expect From You
8. To hold the Mortgage Qualification or willing to study towards it
9. A proactive and positive attitude with a passion for helping others.
10. Strong communication and relationship-building skills.
11. High attention to detail and commitment to quality.
12. Ability to work independently and as part of a collaborative team.
13. Uphold company values and contribute to a respectful, inclusive workplace
14. A forward-thinking mindset with a passion for technology to enhance collaboration and drive innovation
15. Ability to adapt to evolving tech platforms and contribute to a culture of digital curiosity and learning
What to expect from us:
16. Full Training and support alongside opportunities for career progression
17. Exclusive company benefits including pension and access to our award-winning benefits scheme
18. 25 days annual leave plus your birthday off to celebrate you.
19. Access to Perks at Work, giving you discounts and rewards across hundreds of retailers.
20. A confidential Employee Assistance Programme to support mental, emotional, and financial wellbeing.
21. Recognition through our High Achievers Event, where outstanding contributions are celebrated and rewarded.
At Connells Group, you’re not just joining a company—you’re becoming part of a community that values you, invests in you, and celebrates your success.
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