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Compliance Officer

Location:
Chiswick Business Park
Department:
Legal and Compliance
Salary Details:
Competitive depending on experience
About The Role
This is a hands-on role requiring a focussed and assertive individual with excellent analytical and written communication skills. The successful candidate will be responsible for conducting the final stage of Foxtons’ internal complaints procedure which will involve investigating the complaint and providing Foxtons’ final written response. The successful candidate will also be responsible for maintaining records of all complaints and for ensuring compliance with applicable deadlines. In addition, there will be the opportunity for the successful candidate to liaise with and provide information to The Property Ombudsman where a complaint is referred to this external redress scheme.
 
KEY RESPONSIBILITIES:

• Administration of complaints received, to include assigning the complaint to the relevant staff member for completion of the first stage of Foxtons’ internal complaints procedure and process monitoring to ensure compliance with all relevant deadlines;
• Investigation of escalated complaints which will involve conducting a detailed review of Foxtons’ system records and all documentation held, as well as communicating with those staff members involved with the matter giving rise to the complaint itself;
• Presenting findings of investigation to manager and compiling proposals for settlement/resolution of the complaint, where appropriate;
• Effectively communicating in writing, Foxtons’ final position responses to complaints;
• Liaising with The Property Ombudsman’s office as may be required to assist manager, with the opportunity to become involved in preparing formal submissions to The Property Ombudsman for external review by the redress scheme.
• Maintenance of complaint records for reporting purposes.
 

WE OFFER:

  • An intensive, ongoing training programme
  • Great career opportunities
  • Dynamic working environment based in our Head Office
  • Diversity and inclusion networks
  • Well-being package including enhanced sick pay and subsidised gym
  • Enhanced parental policies, including generous shared parental leave 

LOCATION:

Our stunning Chiswick Park headquarters. Chiswick Business Park is built around a lake and offers weekly events such as food festivals, zip-lining and beach volleyball in the summer.

About You
SKILLS REQUIRED:

  • Previous complaints handling experience is preferred;
  • Strong written and verbal communication skills (essential);
  • Excellent attention to detail and organisational skills;
  • The ability to work well alone while still being part of a team.
About The Company

At Foxtons, we’re famous for setting the standard in property. We do this by hiring brilliant people to help achieve our goal of being the best place for our customers to find their dream home or unlock the value of their property investment.

Over the last 30 years we’ve built a network of over 60 branches and a strong operational infrastructure that enables our teams to achieve the highest standards in delivering exceptional service to our customers. Award-winning training ensures our teams have the strong local expertise that our customers expect from us, while our market-leading technology empowers all our staff to provide the best customer experience possible.