Complaints Officer
Permanent, Full-time
Hybrid – 3 days at our Derby office, 2 days working from home
Up to £32,000 plus benefits
About The Role
Our Complaints team plays a key role in ensuring Mortgage Advice Bureau (MAB) delivers fair, timely and effective complaint resolution in line with FCA requirements and our commitment to strong customer outcomes. You’ll take responsibility for each case from start to finish, applying sound judgement, clear communication and a consistently customer‑centred approach.
The role involves working closely with advisers, AR firms, product providers and colleagues across the business. You’ll bring people together to understand the full picture, share insight and help resolve issues efficiently, while also contributing to improvements that strengthen our processes and prevent future detriment. As our environment evolves, you’ll be comfortable adapting, learning and looking for better ways to work and embrace new technologies.
What You’ll Be Doing
- Recording and maintaining complaint information accurately, ensuring details are complete, reliable and easy to follow.
- Managing complaints through the full investigation lifecycle in line with FCA DISP rules and internal procedures.
- Gathering and reviewing evidence from advisers, AR firms, product providers and other third parties to build a balanced understanding of each case.
- Reviewing customer files and documentation to establish the facts and assess complaints objectively.
- Recommending fair, consistent and evidence‑based outcomes that support good customer outcomes under Consumer Duty.
- Drafting clear, professional and empathetic written responses, including final response letters.
- Working collaboratively with advisers, AR firms and internal teams to progress cases efficiently and transparently.
- Supporting the handling of FOS‑referred complaints, preparing case files and responding to information requests.
- Liaising with PI insurers or brokers where complaints may present potential financial exposure.
- Identifying trends, themes and root causes across complaints to support improvements in processes, controls and customer experience.
- Contributing to complaints MI and escalating emerging risks or significant issues.
What You’ll Bring
- Experience in root cause analysis complaints handling.
- Background in financial services, ideally mortgages or insurance.
- Preferably CeMAP qualified.
- Strong understanding of FCA complaint‑handling requirements.
- Awareness of Consumer Duty and its focus on good customer outcomes.
- Excellent written communication skills, with the ability to produce clear, professional and empathetic correspondence.
- High attention to detail and the ability to analyse complex information.
- Confidence managing multiple cases while maintaining fairness, balance and a strong focus on the customer.
- Strong communication skills when working with advisers, AR firms and internal stakeholders.
- A collaborative approach, with the ability to build constructive relationships and support shared goals.
- A proactive, organised mindset, taking responsibility for progressing work and maintaining high standards.
- Comfort using Microsoft Office and internal systems, and an openness to using digital tools to support investigations and reporting.
- A willingness to adapt, learn and contribute to improving how we work as the business and regulatory landscape evolves.
Recruitment Process
1st stage: Teams interview with our hiring manager
2nd stage: Face to face interview at our Derby office with our hiring team – this will involve a task
What’s In It For You?
Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity), retail discounts, free entertainment tickets, plus much more!
⏰ Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager)
A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career
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