To investigate, record and resolve a portfolio of mortgage and will complaints delivering fair and consistent outcomes for all customers and ensure that all complaints are effectively managed and resolved in accordance with L&Gs complaint handling principles, regulatory frameworks and fulfil our own standards of customer experience. 

To fully investigate regulatory complaints to reach a fair, compliant and consistent outcome for all customers in accordance with external regulation (DISP and TCF) and internal complaint handling principles. 

To clearly identify the cause of the complaint liaising with the customer as and when required.  Aptitude and competence together with a detailed inquisitorial holistic approach to the investigation, leading to a fair outcome for customers.  The jobholder must possess the knowledge and skills to achieve these standards when required.

Where appropriate, determine whether the complaint should be upheld and to ensure appropriate redress, compensation and T&U is offered in line with internal and regulatory guidelines and personal authority limits. 

Maintain clear and appropriate records of all investigations and justification for any decisions made to meet internal and external requirements, and to demonstrate how a fair customer outcome was achieved.

Act as a technical expert on complaint matters.  Collaboratively check other Complaint Consultants’ investigations, resolutions (including FRL’s) and redress calculations when required.  Provide constructive feedback and alternative solutions as appropriate, supporting colleagues in raising standards across the complaints teams.

Complaint Handling Experience with a good understanding of FCA and FOS requirements.

Understanding of the FCA’s Dispute Resolution (DISP) rules. 

Awareness of regulations, e.g. FCA, HMRC rules, Financial Ombudsman Service etc.

Good understanding of the different types of mortgages and mortgage products available

Detailed knowledge of complaint identification, recording, investigation, resolution and root cause classification

Knowledge and understanding of appropriate processes, procedures and related documentation applicable throughout the application of a mortgage

User of complaints management databases

Practical knowledge of Microsoft Word, Excel and PowerPoint and the ability to use them to communicate information effectively

Use and knowledge of Redress Manager an advantage

Complaints management expertise.

Customer experience understanding.

Understands and reacts to the needs of internal and external customers and stakeholders, working proactively to provide a professional and impartial service, striving to restore confidence in the L&G brand.

Communication and influencing – can demonstrate excellent verbal and written skills.

Display appropriate skills to negotiate and agree resolution with both internal and external customers and consideration to the appropriateness of redress.

Ability to accurately analyse the root cause of a complaint to enable effective investigation and resolution.

Decisions are based on thorough investigation, logical assumptions and consultation with affected parties and take account of regulatory and business needs.

Executes decisions in a timely manner and in line with an action plan where appropriate.

Can be trusted to make the right decisions without additional manager approval where appropriate.

Effective time and case management techniques (prioritisation, planning and review) and record keeping (for customer contact and other actions) on appropriate systems.

Remains open to suggestions and ideas from all areas is willing to explore different ways to deal with issues.

Generates and develops creative solutions to problems.

Please note we would like these activities to commence in November but will align start dates to work with Mature Saving dates to support the smooth transition for candidates across the businesses.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, an annual supplement for private medical insurance, discretionary performance related bonuses, paid overtime, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com

Please note these roles are now under offer. There is one vacancy remaining