Customer Complaints Adviser FTC 6 months

Gatehouse Bank plc; Milton Keynes; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Pension plan

Private medical insurance

Income protection

Life assurance

Employee referral bonus

Job summary

Gatehouse Bank plc is seeking a Customer Complaints Adviser to manage day-to-day handling of customer complaints, ensuring regulatory timescales are met and drafting responses to maintain SLA and service standards.

You will build relationships, liaise with the Financial Ombudsman Service, and continuously improve customer satisfaction while developing knowledge of Gatehouse products. Hybrid working offered.

Qualifications

• Experience handling complaints in banking/financial services.
• Strong verbal and written communication skills and attention to detail.
• Excellent customer service and problem resolution abilities.

Responsibilities

• Build customer relationships by listening and resolving complaints accurately and empathetically.
• Liaise with the Financial Ombudsman Service on referred complaints.
• Maintain SLAs, quality standards and customer service levels.
• Develop knowledge of Gatehouse product range and processes.

Skills

Complaints handling

Verbal & written communication

Customer service

Attention to detail

Job description

Founded in 2007, Gatehouse Bank is a UK challenger bank built on Shariah principles. With offices in London, Milton Keynes, Birmingham and Wilmslow, we provide ethical savings products and residential property finance, as well as expertise in UK real estate investment.

We’re proud to combine strong values with a modern, customer-first approach.

The role

As a Customer Complaints Adviser, you'll 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. You'll make recommendations when drafting responses, ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

What you'll be doing

• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately, talking through policies and procedures patiently and with an empathetic nature
• Liaise with Financial Ombudsman Service whenever any complaints are referred to FOS
• Build customer loyalty through continuous improvement and ensure customer satisfaction following receipt of a complaint
• Developing a strong knowledge of the Gatehouse product range

What we’re looking for

• Demonstrated Complaints handling experience, preferably within a banking or financial services environment
• Previous experience in a role where strong verbal and written communication skills and attention to detail was crucial
• Excellent customer service and problem resolution skills
• A passion to provide internal and external customers with the highest quality of customer service that meets their needs, and providing excellent customer service and problem resolutions

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

What you'll get in return

We offer a competitive and well-rounded benefits package, including:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Income protection
• Life assurance
• Employee referral bonus

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.