Complaints Handler

Skipton Building Society; United Kingdom; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Ein etabliertes Unternehmen im Finanzsektor sucht einen engagierten Beschwerdemanager, der die Kundenbedürfnisse in den Mittelpunkt stellt. In dieser dynamischen Rolle werden Sie Teil eines unterstützenden Teams, das sich der Lösung von Kundenanliegen widmet. Mit flexiblen Arbeitsmodellen und einem klaren Entwicklungsweg bietet diese Position die Möglichkeit, in einer schnelllebigen Umgebung zu wachsen und sich weiterzuentwickeln. Nutzen Sie die Chance, Ihre Fähigkeiten in einem Umfeld zu entfalten, das Wert auf Teamarbeit und kontinuierliches Lernen legt. Bewerben Sie sich jetzt und gestalten Sie die Zukunft des Kundenservices mit uns!

Benefits

Jährlicher Bonus

25 Tage Urlaub + Feiertage

Urlaubsverkaufsprogramm

Matching Pensionsbeiträge

Training und Entwicklung

Private Krankenversicherung

Bezahlte Freiwilligentage

Diverse Kollegennetzwerke

Wohlfühlinitiativen

Qualifications

• Erfahrung in kundenorientierten Rollen und im Umgang mit Beschwerden.
• Fähigkeit, evidenzbasierte Entscheidungen zu treffen und Feedback zu geben.

Responsibilities

• Verwaltung des eigenen Fallbestands innerhalb der regulatorischen Anforderungen.
• Durchführung gründlicher Untersuchungen zur Identifizierung von Ursachen.

Skills

Kundenorientierung

Kommunikationsfähigkeiten

Empathie

Entscheidungsfindung

Education

Erfahrung in kundenorientierten Rollen

Erfahrung im Umgang mit Beschwerden in regulierten Umgebungen

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 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 to uphold 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 organization. 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 new ideas on how we can keep customers at the heart of what we do. Whatever your background and goals, we'll help you take the next step towards a better future.

Team and Responsibilities

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 ensure thorough investigations, providing resolutions, and achieving the best outcomes.

We liaise with various teams across the business, including Customer Outcomes and Legal, as well as external stakeholders like the Financial Ombudsman.

Training and Support

You’ll receive structured training on our processes, products, and services, with ongoing team sessions to keep your knowledge current. We support your development through our progression scheme, with salaries up to £32,000 PA. Entry-level positions offer opportunities to advance to senior roles within a year, and obtain qualifications like CeMAP and DipFA.

Benefits

We support work/life balance through flexible and hybrid working options. Benefits include:

• Annual discretionary bonus
• 25 days annual leave + bank holidays, increasing to 30
• Holiday trading scheme
• Matching pension contributions (up to 10%)
• Training and development
• Private medical insurance
• Paid volunteering days
• Diverse colleague networks
• Wellbeing initiatives

Role Responsibilities

As a Complaint Handler, you will:

• Manage your caseload within regulatory requirements and timescales
• Conduct thorough investigations, identifying root causes
• Provide professional service to customers
• Communicate outcomes clearly and accurately
• Liaise with stakeholders to understand and address root causes
• Provide feedback to drive improvements and colleague development

Candidate Requirements

You should be:

• Open to change in a fast-paced environment
• Able to make evidence-based decisions
• Empathetic, with good listening skills
• Capable of providing constructive feedback

Experience needed includes:

• Customer-facing roles
• Handling complaints in regulated environments
• Excellent communication skills
• Dealing with vulnerable customers
• Managing caseloads effectively