Complaints Handler

Join a top-tier European service provider with over 25 years of experience! Operating across Ireland, the UK, the Netherlands, and Italy, this company manage a wide range of assets from start to finish. Their proactive approach and cutting-edge technology enable them to achieve the best possible outcomes for clients, reducing regulatory burden. Be part of a team trusted by leading institutions to deliver superior service outcomes.

Ready to make a difference? 

Complaints Handler

Salary Range: £25,000 to £26,000

Location: Ipswich

Job Type: Full-time

We are looking for a dedicated Complaints Handler to join our clients Banking & Credit Management division. The successful candidate will be responsible for resolving complaints in line with our Complaint Handling Policy & Procedure documents, ensuring good customer outcomes, and maintaining professional communication with all stakeholders.

Day to Day of the role:

Engage proactively with customers to understand and resolve complaints using calls, emails, and letters.

Collaborate with the Operations team to oversee summary resolution complaints and ensure a smooth handover.

Keep borrower and loan information current and accurate on internal systems.

Conduct full investigations of complaints, address any customer harm, and liaise with third parties such as Solicitors, Lenders, and Regulators.

Support the Complaints Team Leader/Assurance & Reporting Manager in resolving issues and making process enhancements.

Assist with training new team members and be involved in projects and ad-hoc tasks as required.

Undertake root cause analysis of complaints, complete reports, and identify areas for system and process improvements.

Required Skills & Qualifications:

Cooperative team member with a supportive attitude and the ability to deliver on promises.

Self-motivated with a commitment to personal development.

Excellent communication skills, both written and verbal, with a pleasant telephone manner.

Ability to adapt communication style to suit various circumstances in line with Consumer Duty.

Organisational skills to meet deadlines and complete tasks.

Customer-focused with the ability to identify effective solutions.

Knowledge of mortgage loan documentation and financial services regulations (DISP).

Willingness to study towards a full CeMAP Qualification.

Benefits:

• 23 days annual leave (rising to 25) 
• Medical & dental cover available 
• Qualifications & study support. 
• Sports & Social Club – there is a Staff Quiz tonight! 
• Private, locked Bike Hut 
• Benefits by working in building – for example they often offer free food if you register on their app, the next one is a roast dinner in a wrap! They also have Christmas Markets on site 
• Café onsite with breakfast and lunch meal deals 
• The Company offers a Mental health and Christmas shopping day (I just need to clarify if this is after their probationary period) 
• Recognition Scheme 
• Free fruit Wednesdays 
• Free tea, coffee, herbal tea (hundreds of different tea), cordial, decaf tea and coffee etc 
• Smart Casual Dress Code (there is a ‘Dress for Your Day Policy’) 
• Progression opportunities available 
• Mon – Fri – 8.30am to 5.30pm (830am to 5pm or 9am to 530pm) 

To apply for the Complaints Handler position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.