Complaints Officer - Part time

at  Landbay Partners

Complaints Officer (Part Time) 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, regardless of age or experience. 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 part time (3 days a week) Complaints Officer to join our Risk and Compliance Team. The Complaints Officer is a critical role in ensuring that our customers have a positive experience with Landbay. 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 via our third-party servicer . You will take a hands on approach to acknowledge, investigate and handle individual complaints. You will ensure that complaints are tracked and provide regular management information and reporting. You will be responsible for making any improvements to the complaints system and processes. Responsibilities Investigate and resolve complaints received directly from new applicants or their brokers in a timely and efficient manner, by working closely with sales, underwriting, operations and senior management stakeholders to gather information and formulate responses. Communicate with customers throughout the process in a clear and concise manner, including acknowledging complaints and issuing final responses. Oversee complaints received from existing borrowers via our third-party servicer, and review and approve final response letters. Ensure complaints are tracked and provide management information and reporting on the number of complaints, and any emerging patterns or areas of concern, and chair the Complaints Working Group. Be the main point of contact with the FOS (Financial Ombudsman) and respond to their requests, should any complaints be escalated. Contribute to the development and improvement of complaints policies and processes. This could include implementing a new complaints system. Develop and deliver a complaints MI pack for the executive team Use thematic reviews and report findings to develop and deliver a range of training to upskill the Landbay team Ongoing review and management of Complaints policy Conduct regular call reviews to advise on systemic issues and deliver resolutions Desired Skills & Experience Essential Candidate must have the following skills: Have a hands on and pragmatic approach, with proven experience in handling complaints. Strong analytical and problem-solving skills, with 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 in using business intelligence tools, such as Power BI or Looker. Location & Logistics Position is based in Victoria, central London, reporting to the Risk and Compliance Director The Application Process If you are successful and shortlisted for the role, there will be a HR screening followed by a 1 stage interview process with the hiring manager and wider team. Company benefits Generous holiday entitlement Hybrid working Generous pension scheme Health insurance Enhanced maternity / paternity leave Volunteering & Wellbeing Days Life Insurance Cycle-to-work scheme Regular Social event

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