Complaints Investigator

Complaints Investigator

Location: Remote (We can only consider candidates with the right to work in the UK at this time)

Working Hours: Full Time (Monday - Friday 09:00 - 17:30)

Salary: Up to £27,000 + 25 days holiday and a fantastic range of benefits which can be found HERE

About Us

When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we are the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we have always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it is an approach that can make a real difference to people who want to own a property.

Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.

What You Will Be Doing

Are you passionate about resolving complex issues and delivering excellent customer outcomes? Join our dynamic Complaints Team, where you will play a key role in ensuring customer satisfaction across a range of issues.

As a Complaints Investigator, you will handle and resolve complaints relating to various topics, from mortgage applications to account servicing and historical issues. You will work within our policies, procedures and regulatory guidelines to provide accurate, timely and well-crafted responses via post, email and telephone.

In this role, you will serve as an expert in both simple and complex investigations, aiming to improve customer experiences by resolving issues thoroughly and efficiently. Whilst our Customer Service Team strives to resolve complaints at the first point of contact, more complex cases will be escalated to you and the team.

Key Accountabilities

• Take full ownership of investigations, ensuring all internal and external queries are resolved accurately and efficiently.
• Handle redress calls, transactions and challenging customer interactions with confidence aiming for effective resolutions.
• Craft personalized/bespoke, high quality correspondence in relation to complaints.
• Ensure that all work complies with relevant regulations, procedures and policies, whilst using sound judgment to solve problems and identify trends.
• Conduct root analysis to identify the underlying issues behind complaints and ensuring measures are taken to prevent recurrence.
• Address queries and referrals from within the team and across the business.
• Keep risk in mind when performing daily tasks ensuring safe and compliant outcomes.
• Act as a subject matter expert (SME), providing specialist knowledge and representing your expertise when needed.

What You Will Need

• Proven experience within financial services or the mortgage sector is essential.
• Skilled in handling complex customer queries and resolving complaints, both over the telephone and in writing.
• Familiarity with customer administration policies and processes, including both simple and complex transactions.
• Comfortable working in a fast-paced target-driven environment with a focus on excellent customer service.
• Adaptable to change, with a positive attitude towards continuous improvement.
• Proficient in using Microsoft Applications.
• Familiarity with customer administration policies and processes, including both simple and complex transactions.
• A solid understanding of technical aspects of the financial services industry, enabling you to tackle a variety of customer queries with confidence.
• Strong attention to detail and accuracy with the ability to key, process and index incoming workloads.
• Skilled at balancing customer needs with department goals to ensure a smooth and effective workflow.

Please only apply if you have experience of working within a Complaints Handler role within the mortgage or financial services sector or a similar regulated environment.

Why Join Kensington Mortgages

Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available, so we try and support everyone however we can.

We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.

We are an inclusive and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We are a place where you can be you.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

If you thrive in a fast-paced environment, are driven to solve problems and want to make a `Difference' - we would love to hear from you!