Job Description

You’ll work from 9:00am to 5:30pm in either our Leighton Buzzard or Milton Keynes offices.

You will support the Mortgage Services business by conducting independent, impartial, and high-quality investigations into customer complaints. Your primary objective is to ensure that every customer receives a fair, balanced, and positive outcome.

Following successful completion of the Customer Relations Team induction programme, you will demonstrate a strong understanding of the Financial Conduct Authority’s Dispute Resolution Rules (DISP) and consistently apply these principles when handling and resolving customer complaints.

Key Responsibilities
*Independently and impartially investigate customer complaints, ensuring fair, consistent, and customer-focused outcomes
*Deliver high quality complaint assessment and good customer outcomes, in line with internal procedures and regulatory standards
*Apply the Financial Conduct Services Disputes Resolution (DISP) consistently
*Clearly communicate complaints outcomes to customers in a professional, empathetic and transparent manner
*Ensure that all agreed redress and remedial actions are accurately implemented and completed within agreed and reasonable timescale
*Maintain regular contact with customers throughout the complaint investigation process
*Maintain accurate, thorough and compliant case records to support audit, reporting and regulatory requirements


What We Expect From You
*To hold the Mortgage Qualification or willing to study towards it
*A proactive and positive attitude with a passion for helping others.
*Strong communication and relationship-building skills.
*High attention to detail and commitment to quality.
*Ability to work independently and as part of a collaborative team.
*Uphold company values and contribute to a respectful, inclusive workplace
*A forward-thinking mindset with a passion for technology to enhance collaboration and drive innovation
*Ability to adapt to evolving tech platforms and contribute to a culture of digital curiosity and learning


What to expect from us:
*Full Training and support alongside opportunities for career progression
*Exclusive company benefits including pension and access to our award-winning benefits scheme
*25 days annual leave plus your birthday off to celebrate you.
*Access to Perks at Work, giving you discounts and rewards across hundreds of retailers.
*A confidential Employee Assistance Programme to support mental, emotional, and financial wellbeing.
*Recognition through our High Achievers Event, where outstanding contributions are celebrated and rewarded.


At Connells Group, you’re not just joining a company—you’re becoming part of a community that values you, invests in you, and celebrates your success.

MS03206