Complaints Handler

Secure Trust Bank; United Kingdom; On-site; USD 48,000 - 62,000; Full time

Job summary

An established industry player is seeking a dedicated Complaints Handler to join their Customer Resolutions Team. In this pivotal role, you will ensure that every customer receives exceptional service and that complaints are resolved efficiently and effectively. You will have the autonomy to take ownership of individual cases, investigate issues, and implement solutions that enhance the overall customer experience. This is a fantastic opportunity to contribute to a forward-thinking organization that values its employees and encourages personal development. If you are passionate about customer service and thrive in a fast-paced environment, this role is perfect for you.

Benefits

Life Assurance

Matched Pension Contributions

25 Days Annual Leave

Wellbeing Hour

Flexible Benefits

Free Breakfast and Fruit

Paid Volunteering Days

Free Parking

Qualifications

• Experience in a customer-focused environment, preferably in financial services.
• Ability to investigate complex issues and resolve complaints effectively.

Responsibilities

• Manage the complaints process from investigation to resolution.
• Provide outstanding service and respond to customer queries.

Skills

Customer Service

Complaint Resolution

Regulated Financial Services

Empathy

Root Cause Analysis

Job description

Join to apply for the Complaints Handler role at Secure Trust Bank

Join to apply for the Complaints Handler role at Secure Trust Bank

This range is provided by Secure Trust Bank. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

About The Role

Our Customer Resolutions Team exist to ensure that every customer receives the highest level of service from our business and when things go wrong (which sometimes they do) that we put things right, not just for that customer but for all customers thereafter, ensuring that mistakes are not repeated but used to continuously improve our offering.

We are looking for experienced customer-centric individuals to join our team, if you are great with people, have experience of working in regulated financial services and are looking for your next challenge we'd love to hear from you!

What you will do

You will manage the complaints process by taking ownership of individual complaint cases and resolving satisfactorily within the Regulator’s complaint handling rules. You will focus on providing outstanding service to customers, receiving and responding to queries and requests and delivering against a range of performance target indicators.

Key responsibilities

• Ownership of complaints from investigation to resolution.
• Dispute resolution and liaison with customers / colleagues / external businesses/FOS..
• Support of root cause analysis through identifying complaint issues, errors and breaches.
• Demonstrate flexibility to ensure the administration work within the team is completed satisfactorily, which includes DSARS, legal claims, complex queries, and quality assurance.
• Pro-actively contributes to the growth and development of the department, always viewing change as an opportunity to improve.

What you will bring

• Experience within a customer focused environment, this need not be complaints specifically but experience in regulated financial services is essential.
• Ability to investigate complex issues and getting to the root cause of the issue while putting things right.
• Ability to empathise with a customer and take full ownership of their complaint from end to end.

How you will be rewarded

Along with your salary, you also get;

• Life assurance
• Matched pension contributions
• 25 days annual leave plus bank holidays and your birthday off, on us!
• A wellbeing hour to spend doing whatever makes you happy
• A wide range of flexible benefits from Cycle2Work to private healthcare
• Free breakfast, fruit, and hot drinks throughout the day
• Paid volunteering days and matched charity fundraising
• Free parking

At Secure Trust Bank you will not be a small cog in a big wheel, you will have the autonomy to use your skills and experience to drive our business forward and have a tangible effect on our success.

As a business we celebrate achievement and have a range of generous recognition schemes that reward both individual and team successes. We offer excellent in house training and development schemes and a range of external qualifications to enable your progression and career development. Every single member of our team has a personal development plan to help them achieve their goals, whatever their career ambitions.

About The Company

Our customers are at the heart of everything we do, but we can’t achieve our customer focused strategy without the right people in our team.

At Secure Trust Bank, we know that people are our biggest investment, which is why a career with us is not just a job. It’s the chance to be part of something bigger, to add real value to the Bank and help us constantly improve, in order to achieve our ambition of becoming the best bank in Britain. We believe in giving our staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All our employees have a tangible impact on the Group’s core values, and we are looking for candidates who are enthusiastic, proactive and enjoy working in a fast paced environment. So join us as we strive to Grow, Sustain and Care about the way we work.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Finance and Customer Service

• Industries

  Banking, Financial Services, and Retail Motor Vehicles

Referrals increase your chances of interviewing at Secure Trust Bank by 2x

Sign in to set job alerts for “Complaints Handler” roles.

Remote Customer Service Associate - work from home

Customer Service - Meaningful Client Interactions

London, England, United Kingdom 1 day ago

United Kingdom
$48,000.00
-
$62,000.00
1 day ago

London, England, United Kingdom 1 week ago

Hertfordshire, England, United Kingdom 1 week ago

Coventry, England, United Kingdom 1 week ago

County Durham, England, United Kingdom 1 week ago

Greater Manchester, England, United Kingdom 1 month ago

Greater Manchester, England, United Kingdom 1 month ago

London, England, United Kingdom 3 days ago

London, England, United Kingdom 3 days ago

Tottenham, England, United Kingdom 1 day ago

Onboarding Specialist - French Speaking - 100% remote - Spain/Italy/Portugal/UK

Tottenham, England, United Kingdom 2 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.