Complaints Investigator/Complaints Handler (Fully Remote)

Our client, who are within the Mortgage industry are looking for a fully remote working Complaints Handler to join their team. The business has gone through a recent period of expansion which has resulted in a large recruitment drive. This is a really exciting time to join them!

The role will involve generating responses to complaints which may be of a complex nature or with regard to a wide range of topics, in an accurate and timely manner in adherence with policy, procedure and regulation. You will act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes.

Daily Duties for the Complaints Handler include:

• Plan and prioritise allocated workloads against agreed service standards.

• Take ownership for investigating and responding to internal and external requests accurately and efficiently.

• Competent in handling complaint calls and/or transactions and resolving challenging customer communications and queries to effective resolution.

• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.

• Resolve queries or referrals from both within and outside of the team.

• Consider risk when completing daily activities.

• Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.
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