Customer Complaints Adviser - 6 Months FTC

Gatehouse Bank plc; Milton Keynes; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

Gatehouse Bank plc in Milton Keynes is seeking a Customer Complaints Advisor to manage day-to-day handling of customer complaints, ensuring timely, compliant responses and adherence to SLAs.

You will build relationships, liaise with the Financial Ombudsman Service when referred, and drive continuous improvement to uphold service standards and regulatory requirements. The role includes occasional UK travel and a hybrid policy with some remote work.

Qualifications

• Banking experience preferred in home finance / savings servicing or banking operations.
• Excellent verbal and written communication skills and attention to detail.
• Effective organisational skills.
• Excellent customer service and problem resolution skills.
• Ability to provide high-quality service in a timely, professional manner.
• Ability to meet deadlines and manage time effectively.

Responsibilities

• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately.
• Liaise with Financial Ombudsman Service (FOS) when complaints are referred to FOS.
• Ensure customer satisfaction and continuous improvement after receipt of a complaint.
• Deputise for Customer Complaints Team Leader in their absence.
• Review and improve working practices to meet customer needs.
• Maintain knowledge of policies, procedures and systems.

Skills

Banking experience

Multi-tasking

Verbal communication

Written communication

Organisational skills

Customer service

Time management

Team environment

English GCSE

Education

GCSE English & Maths

Job description

Location: Milton Keynes

Job Summary

The purpose of this role is to be responsible for the day-to-day handling of Customer Complaints, ensuring any complaints received by the business are handled efficiently and within regulatory timescales. Making recommendations when drafting responses. Ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

Key responsibilities

• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
• Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOS.
• Build customer loyalty through continuous improvement and ensure customer satisfaction. following receipt of a complaint.
• Deputise for Customer Complaints Team Leader in their absence.
• Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer’s needs.
• Develop and maintain a working knowledge of policies, procedures, and systems.
• Good understanding of consumer financing activities including products and services.
• Monitoring specific Mailbox and managing internal and external phone calls.
• Ensure that all standard operating procedures and policies are adhered to at all times.
• Identify products, services and other opportunities and threats within the marketplace and advise/recommend to management accordingly.
• Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility.
• Given the nature of the department, demonstrate a flexible approach and be prepared to occasionally work outside normal office hours, coupled with some UK travel.
• Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.

Skills required

• Banking experience, preferably in home finance / savings servicing or banking operations.
• Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.
• Excellent verbal and written communication skills and attention to detail.
• Effective organisational skills.
• Excellent customer service and problem resolution skills.
• Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner.
• Ability to meet deadlines along with excellent time management skills.
• Flexible in approach, rational when faced with changing priorities in a dynamic environment.
• Ability to perform in a strong customer-oriented team environment.
• GCSE English and Mathematics (or equivalent).

Please note: the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here .