About Us At Kensington Mortgages, we've been leading the way in providing specialist mortgage solutions for over 25 years. We're dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - It is what we call the `Kensington Difference. As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority. What You Will Be Doing Are you passionate about delivering exceptional customer service and resolve issues effectively.? We are seeking a dedicated and detail-orientated Complaints Investigator to join our Complaints Team. In this role you will play a crucial part in administering and completing all complaint activities, generating accurate and timely responses to complex complaints, and enhancing our customer outcomes. Key Responsibilities: Take full ownership and resolve mortgage related complaints from customers, stakeholders and regulatory bodies to Fully Investigate and Resolve the complaint Creating and writing strong responses including written communication to customers, Review and analyse documentation, including mortgage files, correspondence and relevant policies to understand the nature of the complaint Communicate effectively with customers to gather information, explain processes, and provide updates on complaint status Ensure Strong Customer Communication by Handling redress calls, transactions, providing effective resolutions to challenging customer communications Compliance and Regulation - Complete all work in adherence to relevant policies, procedures and regulations, utilising sound judgement to resolve issues and identify trends Conduct Root Cause Analysis to identify the underlying issues behind complaints and ensuring measures are taken to prevent recurrence. Identify Trends in complaints and suggest improvements to processes, policies and training to enhance the customer experience What You Bring: Financial Services Experience : A solid background in FS is essential, with a strong understanding of the complaints process and FCA regulations Customer-Centric Mindset : Proven experience in a fast-paced target-driven environment with a focus on delivering exceptional customer service. Communication Skills: Ability to interpret and respond clearly to verbal and written complex complaints. A strong letter writing skillset is required Strong Attention to Detail - Familiarity with customer administration policies and processes, including both simple and complex transactions. Organisation Skills - Strong organisational skills and the ability to manage multiple cases simultaneously Decision Making - Skilled at balancing customer needs with department goals to ensure a smooth and effective workflow. Why Join Kensington Mortgages At KMC our employees are the heart of our success. We strive to create a workplaces that promotes professional development and work-life balance. Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued. As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression