Complaints Associate
Key Skills for This Role
Full Job Posting
About Landbay
We are an award-winning mortgage platform, created for our customers, designing better ways to buy-to-let. Our vision is to become the ‘go-to’ funding partner in the private rental sector. At Landbay, we focus on the customer. And we bring together the best people and partners, leveraging our data, technology and market expertise – to give people what they really need.
Join Landbay and you’ll be part of a growing, ambitious and supportive team, where everyone is encouraged to contribute and do their best work . Our team, our community, and the wider world matters to us, as much as the work we do. We’re building a company we love, and we hope you’ll love it too.
For more information about Landbay please visit our website: https://landbay.co.uk/about-us
The role
We are looking for a Complaints Ass ociate to join our Risk and Compliance Team. You'll play an important role in helping us deliver a positive experience for our customers. You will work closely alongside the Complaints Officer, supporting the investigation and resolution of customer complaints . You will be responsible for the efficient and effective handling of customer complaints . These could be complaints received directly from new applicants or their brokers, or complaints received from existing borrower s via our third-party servicer . You will take a “ hands on approach ” to acknowledge, investigat e and handl e individual complaints . You'll make sure complaints are tracked accurately and provide regular reporting and management information. You will be responsible for contributing to process improvements to the complaints system and processes.
Responsibilities
- Investigate and resolve complaints from applicants and brokers, working with colleagues across sales, underwriting, operations and senior leadership to gather information and prepare responses.
- Communicate with customers throughout the process in a clear and concise manner, including acknowledging complaints and issuing final responses.
- Reviewing complaint investigations conducted by our third-party servicer and approving final responses within delegated authority .
- Undertake thematic reviews, including of controls around the complaints processes to recommend process improvements.
- Be a contact point with the FOS (Financial Ombudsman) and respond to their requests, should any complaints be escalated.
- Contribute to the development and improve ment of complaints policies and processes.
- Conduct regular call reviews to advise on systemic issues and deliver resolutions .
- Build a strong understanding of broker and solicitor relationships and how they intersect with complaints and quality issues.
Essential
We are looking for someone who…
Ha s a “ hands on ” and pragmatic approach, with proven experience in handling complaints or investigating quality issues .
Strong analytical and problem-solving skills, with the ability to make evidence-based and reasonable decisions.
Ability to make evidence-based, accountable decisions.
Ability to work independently and as part of a team.
Ability to meet deadlines and SLAs.
Excellent written and verbal communication skills.
Desired
Nice to have but not essential:
Previous experience working in a mortgage environment.
Knowledge of business intelligence tools, such as Power BI or Looker.
Location & Logistics
- Position is based in Victoria, Central London, reporting to the Complaints Officer.
Company benefits
- Generous holiday entitlement
- Hybrid working
- Generous pension scheme
- Health insurance
- Enhanced family leave policies
- Volunteering & Wellbeing Days
- Life Insurance
- Cycle-to-work scheme
The Application Process
- Applicants will need to have the right to work in the UK.
- If shortlisted, you’ll have an initial screening call with HR, followed by a one-stage interview with the hiring manager and wider team
- Landbay is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to providing a fair and inclusive recruitment process. If you need any adjustments during the recruitment process, please let us know.
About Landbay
Landbay is a private UK buy-to-let mortgage lender connecting landlords and institutional funders through technology.
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