Job Description

Complaints Officer

??Location:

Hybrid (3 days a week in Derby office)

???Type:

Permanent, Full-time

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Up to 29,000 plus benefits


Are you passionate about delivering fair outcomes and improving customer experiences? At MAB, we don't just resolve complaints - we use them as a springboard to make our service even better. If you're detail-oriented, great at problem-solving and want to grow your career in a supportive environment, this could be the perfect role for you.

We're offering CeMAP qualification training and support for this role as part of our commitment to investing in our people to perform and achieve in their career at MAB.

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What You'll Do

As part of our Complaints Team, you'll play a key role in investigating and resolving customer complaints in line with Financial Conduct Authority (FCA) guidelines and Consumer Duty regulations. Your work will help prevent customer detriment and drive continuous improvement across our network.


Your day-to-day will include:

Recording and tracking complaints using our systems to maintain a clear audit trail. Investigating issues thoroughly, engaging with stakeholders and third parties. Communicating findings clearly to customers and the business. Collaborating with Compliance colleagues to support adviser development. Building strong relationships with advisers and business owners. Using Microsoft Office tools confidently to manage your workload.

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What We're Looking For

A solid understanding of regulatory requirements in our market - you might be an ex-Mortgage Adviser, or have experience within a customer service/complaints function Strong time management skills to meet FCA response deadlines Excellent judgement and decision-making ability Investigative skills to identify root causes and prevent repeat issues Clear, professional communication - both written and verbal The ability to build positive relationships at all levels

?? Recruitment Process

1st stage: screening call with our TA Manager

1st stage interview: competency interview via Teams with our hiring manager

final stage interview: short task and interview at our Derby office with our hiring manager and team member

What's In It For You?

?? Private Medical Insurance (Vitality), 25 days annual leave plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity) and many more benefits!


? Flexible working hours with hybrid working for most of us


?? A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career


?? A supportive, inclusive culture with forums you're welcome to join from day 1, using your voice to make MAB an even better place to work

Equal Opportunities for Everyone

We're committed to building a diverse and inclusive team. Everyone is welcome at MAB, regardless of age, background, identity or experience.



We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you'd like to hear how we can support you by adjusting our process in any way possible, please contact careers@mab.org.uk

Ready to make a difference?

Apply today and help us turn challenges into opportunities for improvement.

Please note we are unable to consider candidates requiring visa sponsorship at this moment in time and we

are unable to accept speculative CVs from recruitment agencies with a full PSL in place.


Mortgage Advice Bureau (MAB) PLC is the UK's leading mortgage network. We're experts in Mortgage and Protection advice, with over 200 awards and counting. We're proud of our reputation in the industry and of our people, who continue to be the heart of MAB's success.


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Capital House, Derby, DE24 8QR