Complaints Handler | London, UK

Skipton; London; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

Join a leading building society as a Complaint Handler, where you will manage customer complaints, conduct investigations, and ensure high service standards. Enjoy a supportive work environment with opportunities for career progression and a range of benefits.

Benefits

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Matching employer pension contribution

Private medical insurance

3 paid volunteering days

Discounted gym membership

Qualifications

• Experience in customer facing roles.
• Experience in handling complaints within a regulated environment.

Responsibilities

• Managing own caseload of complaints within regulatory requirements.
• Conducting thorough investigations and communicating outcomes.
• Providing professional service to customers.

Skills

Communication

Empathy

Evidence-based decision making

Job description

Hours:
35 hours per week, Monday to Friday. Flexible and hybrid working considered, however a 4 week on site presence is required for training.

There are multiple positions available within the team, both on permanent and fixed term contracts.

Closing Date:
Sun, 25 May 2025

The salary for this role is up to £26,500 per annum dependent on skills and experience.

We are recruiting for the latest member of our Complaints Team. If you put the customer at the heart of everything you do, enjoy working in a fast-paced environment, and have a keen eye for detail, then this may be the job for you!

Here at the Skipton we pride ourselves in providing the highest possible service but sometimes the customers' expectations aren't met which may result in a complaint. Our approach is that any and every complaint is settled quickly and fairly in order to instil and underpin our values.

Who Are We?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

You'll be joining the Complaints department, split between our non-regulated (Mortgages and Savings) and regulated (Financial Advice) teams. We have 24 Complaint Handlers, 3 Administrators and 2 Leaders, working closely to ensuring we're completing in depth investigations, providing resolutions for our customers, and consistently achieving the best possible outcome. We liaise with several teams across the Homes and Money businesses, and the wider Society, including Customer Outcomes and Legal, as well as external stakeholders such as the Financial Ombudsman.

Training and Support

You'll be provided with a structured training plan, covering all aspects of our processes, products, and services, as well as ongoing training and team sessions to keep your knowledge up to date, and where you can share advice and expertise with other colleagues.

Your ongoing development is paramount to us and we'll support you through our progression scheme to enhance your career with us:

There are various levels to our progression scheme with salaries up to £32,000 PA. You'll come in at entry level in either mortgages or savings, with the opportunity to progress to a senior position within the first year. Once you've evolved into an SME, you'll have the opportunity to gain your CeMAP and/or DipFA qualifications.

Progression is drive and determined by increasing responsibilities, knowledge, experience, obtaining the relevant qualifications, and becoming skilled across multiple areas.

What's In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• A commitment to training and development.
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing - we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

As a Complaint Handler, you'll be working in a forward thinking and dynamic team where no two days are the same. You will deal directly with customers who have expressed dissatisfaction with a product or service they have received relating to either their savings or mortgage account.

You'll have an enquiring mind and really listen to our customers on the phone or in writing whilst identifying how to put things right. Working collaboratively to find a solution and improving our service is paramount and as such you'll always put our customers at the heart of everything you do.

Your responsibilities will include:

• Managing your own caseload of complaints within regulatory requirements and timescales
• Conducting thorough investigations in liaison with the customer and drawing on fact finding skills to investigate root causes effectively
• Providing a seamless and professional service to customers
• Communicating outcomes of complaints in writing or over the phone, within regulated timeframes, with accuracy and attention to detail
• Liaising with stakeholders to ensure root causes of complaints are understood, and services are re-evaluated appropriately
• Provide constructive feedback to business areas, driving change, process improvements and colleague development

What Do We Need From You?

You'll be:

• Open to change in a fast-paced environment
• Able to make evidence-based decisions
• Empathetic and able to consider different points of view
• Able to provide appropriate challenge and feedback to stakeholders at all levels

You'll have:

• Experience in customer facing roles
• Experience in handling complaints within a regulated environment
• Excellent communication skills, both verbal and written
• Experience in dealing with vulnerable customers
• Experience in managing own caseloads, demonstrating the ability to organise and prioritise

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