Complaints Officer

Complaints OfficerLocation: Leicester based / Hybrid working negotiableContract: Full-TimeSalary: £28,000 £38,000 PA (depending on experience)Our client is a technology-focused Mortgage Network, offering support services to Mortgage and Protection Advisers. Their goal is to continue to be the best home for Mortgage Advisers, Protection Specialists, Equity Release Experts and General Insurance Professionals, whatever their size or location, using market-leading technology.The RoleTo support the network to independently and impartially investigate, manage and resolve network and 3rd party complaints and disputes, providing a fair outcome whilst remaining commercially aware.Key Tasks Include:Receiving inbound queries and complaints and responding in a timely and appropriate manner within FCA guidelines and timescales.Ensure that complainants are treated in a fair and consistent manner.Ensure you are familiar with the Financial Conduct Authority''s Dispute Resolution Rules (DISP) and other relevant guidance is applied when handling complaints.Complete complaint investigations thoroughly; researching databases, files, records, and meeting with relevant staff/members in order to produce a detailed report of the events and actions leading up to the complaint.Where appropriate recommend suitable redress or arrange for remedial action to be completed to address the complaint, in accordance with Complaints Handling Policy.Manage a workload of cases at various stages of ..... full job details .....