Customer Complaints Specialist

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

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.