Average Complaints Officer salary in the UK

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're 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've 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's an approach that can make a real difference to people who want to own a property. It's what we call the Kensington Difference. KMC is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, 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. Overall Purpose of Job Administer and complete all complaint activities. Generating responses which may be of a complex nature or with regard to a wide range of topics in an accurate and timely manner in adherence with policy, procedure and regulation. To act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes. Complaints team looks to resolve all incoming complaints for the business. This includes complaints about the application process, the servicing of a mortgage account or complaints about historic issues. Complaints are received by post, email and telephone. At KMC we endeavour to resolve telephone complaints at first point of contact through our Customer Service team where possible and where this isn't possible they will escalate to the Complaints team. Key Accountabilities Plan and prioritise allocated workloads against agreed service standards.Take ownership for investigating and responding to internal and external requests accurately and efficiently.Competent in handling redress calls and/or transactions and resolving challenging customer communications and queries to effective resolution.Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.Resolve queries or referrals from both within and outside of the team.Consider risk when completing daily activities.Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.Carry out any reasonable task or duty as requested. Experience, Knowledge, Skills Experience and knowledge of working within Financial Services is essential.Able to embrace change whilst adopting a positive attitude.Experience of working in a target driven environment centred on customer delivery.Understanding of Microsoft office applications.Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.Understanding numerous/complex customer administration processes and policies.Experience of working in a customer facing/engagement environment and resolving customer complaints.Possess technical knowledge within the financial services industry around simple and complex queries and transactions. Candidates will be effective at: Attention to detail and accuracy.Keying, processing, indexing incoming workloads.Using and understanding core systems within customer contact and administration environments.Balancing customer requirements with departmental objectives.Taking ownership of queries and responding within a timely manner.Managing challenging conversations with customers and achieving an effective resolution/outcome autonomously.Articulating and executing requirements within their area of specialism. Your Opportunity 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. If you want to make a Difference, apply now.

Job title - Complaints OfficerLocation - LiverpoolContract - Temporary - 3 MonthsStart Date: ASAPPay Rate: £21.05 Umbrella p/h Job Description: Our client is currently seeking a highly motivated and experienced Complaints Officer to join their team. As a Complaints Officer, you will be responsible for managing and resolving complaints from customers in a timely and efficient manner. This role requires excellent communication skills, attention to detail and the ability to work under pressure. Key Responsibilities: Handle and resolve customer complaints in a professional and timely mannerInvestigate complaints thoroughly and provide appropriate solutionsEnsure all complaints are logged and tracked accuratelyProvide regular reports on complaints and resolutions to managementEnsure compliance with company policies and procedures Requirements: Previous experience in a complaints handling roleExcellent communication and interpersonal skillsAbility to work under pressure and meet deadlinesStrong attention to detail and problem-solving skillsExperience in a customer service environmentProficient in Microsoft Office If you require any additional information regarding the position, please call Arran at Service Care Solutions on or send an email to

Salary: £26,000 - £30,000 depending on experience + up to 6% discretionary bonus. Working Location: Milton Keynes - Hybrid once fully trained Employment Type: Full Time, Permanent As a Complaints Officer you will be responsible for the end-to-end review of your own caseload of complaints from receipt to final decision ensuring that complaints are thoroughly reviewed, investigated, and resolved in a timely manner with a high degree of compassion and in line with our regulatory requirements. What we offer: 27 days annual leave (plus bank holidays) and a holiday purchase schemeGenerous pension scheme, with an employer contribution of up to 10.5%Life Assurance (x4 salary)Subsidised private medical insuranceCycle to Work schemeEmployee discounts platform, including gym discounts24/7 employee assistance programme supporting your mental wellbeing2 days volunteer leaveEqualised maternity, paternity, adoption leave and pay for all new parentsPayroll Giving, this allows you to make donations to your chosen charity through?monthly pay deductions What you’ll be doing You will be an ambassador for the company, speaking with homeowners to support with simple complaints that the business receives.This role involves thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes are reached for our policyholders and effectively communicating your decision in a professionally written final response letter.You will also support your Complaint Handling colleagues in assisting with progressing more complex cases where possible.You will have excellent telephony skills with the ability to articulate your findings in a clear and simple way without compromising the level of customer service.Continuously keeping admin records/ internal systems up to date for paper trail and audit purposes. The ideal candidate will have FCA working knowledge and understanding is essential for the role.Complaints experience in an office-based role is essential.Computer literate.Strong written and verbal communication skills. Why you should join us At NHBC we are proud to be unique. No other organisation in our sector combines the variety of services and scale that we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purposeto raise standards in housebuilding and protect homeowners. We are a modern, lifestyle and family friendly employer who are in a period of rapid growth, investing in technology, data and new ways of working. We need passionate, talented and driven people to join us on this journey. We encourage our colleagues to work flexibly. We don’t promise we can offer you exactly what you want, but we are always happy to talk flexible working. Your future with us We have lots of fantastic examples across our business of people who are building their career with us. We are huge advocates of internal mobility and work hard to retain our best talent. We offer exceptional personal development and career progression opportunities. If you’re ambitious, driven and hard-working you will succeed with us. We’ll support you with full training, ongoing development, and the opportunity to gain recognised qualifications and professional memberships. Our inclusive culture We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We fundamentally believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and the sharing of ideas. If you need any adjustments or additional support with your application, please contact our recruitment team.