Mars Capital puts the customer at the heart of everything we do by seeking to understand the circumstances of our borrowers and help them, using all reasonable means available, return to long term financial stability. Mars Capital is also part of the Arrow Global Group. Which is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purpose – building better financial futures. 

We offer a competitive salary and attractive benefits package, and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs and the opportunity to work collaboratively with multiple European countries. 

Please note – we are an equal opportunities employer and CBI regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.  (Strictly No Recruitment Agencies Please) 

• End-to-end complaints investigation, lettering, root cause and adhering to the regulatory and agreed internal SLA’s, Including the development of the Appeals/Complaint process, recommending any enhancements to improve the process
• Must have the ability to prioritise tasks and demonstrate good communication skills with internal and external stakeholders.
• Previous people management and performance management experience.
• Must have complaints experience, adaptability, flexibility to accommodate ever changing business needs (e.g., ad hoc project work) and a willingness to work as part of a constantly, developing team.
• Daily management of centralised inboxes,centralised tracker and MI reporting.

• Skills & Person Specification

• Previous experience of complaints handling and investigation in a regulated environment is essential
• Previous people management and performance management experience.
• Great communicator with key stakeholders a professional and emphatic individual who understands the importance of Treating Customers Fairly
• Consistently demonstrates that “the customer is at the heart of everything we do” by engaging with customers and resolving customer complaints in a timely and effective manner
• Proven track record of working under pressure in a fast-paced organisation
• Accurate review and interpretation of borrower’s financial information
• Can work effectively as part of a team
• Attention to detail and accuracy with strong organisational skills
• Ideally QFA qualified, minimum APA required

D&I statement