Complaints Handler

🚅 Please note before you apply - you’ll need to be able to travel to one of our offices (Sheffield, London, or Lincoln) every other month. We’ll let you know which one in advance & travel is paid for by Goodlord.

Our mission:

• Two in five people in the UK rent their homes. Goodlord's mission? To provide them with the best renting experience in the world 🌎

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution 🏠

• Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission! 💚

The Opportunity:

• Management of the complaints inbox ensuring complaints are recorded and acknowledged within required timeframes and escalations to other departments are completed in a timely manner

• Receiving, acknowledging and handling complaints in accordance with regulatory requirements and internal policies

• Maintaining complete and accurate records of all complaints

• Investigate complaints thoroughly and impartially through the gathering of relevant information from internal systems and teams

• Communicate clearly and empathetically with customers throughout the complaint handling process, drafting high-quality written responses which address all aspects of the complaint

• Identifying trends and recurring issues, escalating these to relevant departments for process improvements

What we need from you:

• Some commercial experience of complaint handling, ideally within a regulated firm but not essential

• Knowledge and understanding of FCA regulation, ideally within the Insurance sector

• Ability to mentor other members of the team to drive improvements and efficiencies across the team

• Excellent verbal and written communication

• Ability to read various charts and reports to reach informed conclusions

• Attention to detail, ensuring clarity in communications and accurate record keeping to assist with complaints reporting

• An ability to show initiative and make appropriate decisions within a framework

• You are proficient using different cloud based platforms and systems

What's in it for you:

• 🚀 Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord too!

• 💕 Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 🌴 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• 🤗 Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

What’s next?

If you’re ready to help us provide the best renting experience in the world, then click apply (2-3 minutes)!

A full job spec is available on request

Goodlord wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. In fact one of our core values is Bring our whole selves to work which is really important to us. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

Regrettably we are not able to provide sponsorship for this role.

No agencies please - we have tried and trusted partners we would turn to should we require support.