Complaint Handler Apply
As one of our Complaint Handlers, you will investigate and resolve service complaints related to Securitised Mortgage Portfolios in line with FCA DISP requirements and client service level agreements.
This role will initially be on a 9-month fixed term contract, with the possibility of extending or becoming permanent in the future, dependent on the business needs at the time. The role is full time 37.5 hours per week, Monday to Friday.
You'll be expected to investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements whilst identifying and escalating root cause trends and issues that arise. You'll liaise with ombudsman services as appropriate and share knowledge and expertise with other team members, contributing to a positive and supporting team culture.
This role can either be Home-based in the UK or alternatively it can be located from our Plymouth location should someone wish to be based in an office.
What you'll be doing:
- Investigating the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements
- Identifying and escalating root cause trends and issues that arise
- Liaising with ombudsman services as appropriate
- Sharing knowledge and expertise with other team members, contributing to a positive and supporting team culture
- Identifying opportunities to build positive customer relationships and provide excellent customer service
What we're looking for:
- Experience of working in financial services organisations, ideally with mortgage knowledge.
- Regulated complaint handling experience is essential.
- Be able to produce bespoke customer response letters.
- Strong verbal and written communication skills.
- Ability to manage varying workloads and priorities.
- Strong organisational and time management skills.
- Excellent problem solving skills.
What's in it for you?
- Salary from 24,000 + depending on experience.
- Homebased with an office location in Plymouth when necessary
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more.
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
You'll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.
About Capita Regulated Services
At Regulated Services, we're transforming the world of life and pensions, and mortgage services. We're delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.
What's Next?
If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.
Equal Opportunities
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
