Complaints Associate 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 and do their best work. 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 Complaints Associate to join our Risk and Compliance Team. You'll play an important role in helping us deliver a positive experience for our customers. You will work closely alongside the Complaints Officer, supporting the investigation and resolution of customer complaints. 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 borrowers via our third-party servicer. You will take a “hands on approach” to acknowledge, investigate and handle individual complaints. You'll make sure complaints are tracked accurately and provide regular reporting and management information. You will be responsible for contributing to process improvements to the complaints system and processes. Responsibilities Investigate and resolve complaints from applicants and brokers, working with colleagues across sales, underwriting, operations and senior leadership to gather information and prepare responses. Communicate with customers throughout the process in a clear and concise manner, including acknowledging complaints and issuing final responses. Reviewing complaint investigations conducted by our third-party servicer and approving final responses within delegated authority. Undertake thematic reviews, including of controls around the complaints processes to recommend process improvements. Be a contact point 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. Conduct regular call reviews to advise on systemic issues and deliver resolutions. Build a strong understanding of broker and solicitor relationships and how they intersect with complaints and quality issues. Desired Skills & Experience Essential We are looking for someone who… Has a “hands on” and pragmatic approach, with proven experience in handling complaints or investigating quality issues. Strong analytical and problem-solving skills, with the 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 of business intelligence tools, such as Power BI or Looker. Location & Logistics Position is based in Victoria, Central London, reporting to the Complaints Officer. Company benefits Generous holiday entitlement Hybrid working Generous pension scheme Health insurance Enhanced family leave policies Volunteering & Wellbeing Days Life Insurance Cycle-to-work scheme The Application Process Applicants will need to have the right to work in the UK. If shortlisted, you’ll have an initial screening call with HR, followed by a one-stage interview with the hiring manager and wider team Landbay is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to providing a fair and inclusive recruitment process. If you need any adjustments during the recruitment process, please let us know.