Customer Service Assistant - Complaints
Customer Service Assistant - Complaints
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Job Description
We want to make a positive difference to the lives of our customers communities and our people. That means doing the right thing listening with empathy resolving issues fairly and using customer feedback to improve how we work.
Were looking for a Complaint Investigator to join our team someone who enjoys getting to the heart of an issue can resolve complaints quickly and fairly and wants to contribute to positive changes across the business.
The Role
- Youll resolve complaints across a range of issues and make sure customers feel heard supported and treated fairly.
- Youll act as a point of contact for colleagues across the business offering guidance and support to help them resolve complaints confidently and effectively at the first point of contact wherever possible
- Youll follow our complaint handling procedure and FCA DISP guidance to ensure responses are timely wellreasoned and where needed evaluate and arrange redress that reflects the individual impact on the customer and supports fair balanced outcomes.
- Youll engage with other teams to understand what went wrong contribute to trend analysis and play an active role in how we identify root causes and improve customer experience. Your attention to detail will support accurate records daily task completion and MI input.
- Youll liaise with the Financial Ombudsman Service to gather insight and support fair outcomes.
About You
- Youre passionate about customer experience and confident speaking with customers especially when things have gone wrong and can explain outcomes clearly and empathetically.
- You understand the importance of fair decision making and regulatory timeframes
- Youre comfortable handing complex or emotive cases a strong writer and able to produce letters and documents that are well structured accurate and appropriate to each case.
- Youre organised detail aware and able to maintain a strong audit trail. You enjoy digging into the detail to understand what happened and why.
- Youll be comfortable working in a fast paced environment able to manage competing priorities meet deadlines and adapt quickly as new information or urgent cases arise.
- Youre comfortable with risk recognising control weaknesses contributing to root cause analysis and sharing insights to help us improve.
- You can build relationships with stakeholders across the business and communicate effectively at all levels.
Interested
Closing date for applications is 03 June 2025.
This vacancy may close early if enough applications are received.
The Company
Were here to create a banking experience thats kinder to people and planet.
Unlike banks we dont have public or private shareholders which means we can invest 100% of our profits back into our business. As a result our business is purposeled financially strong socially responsible and always focused on our people planet and communities.
The Benefits
Documents
Employment Type
Full-Time
