Customer Complaints Adviser

Role Purpose

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 and ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

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

Role Duties

• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately
• Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to them
• Build customer loyalty through continuous improvement and ensure customer satisfaction following receipt of a complaint.
• 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.
• Monitoring specific Mailbox and managing internal and external phone calls.
• Identify products, services and other opportunities and threats within the marketplace and advise/recommend to management accordingly

Required Skills

• Complaints handling experience.
• 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 communication skills and attention to detail
• 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

About Us

Gatehouse Bank was established in 2007. With offices based in London, Birmingham, Milton Keynes and Wilmslow, we’re one of the fastest growing banks of our kind in the UK. We are a British, Shariah-compliant bank and follow a set of principles which promote fair play. Our products are transparent, fair and socially responsible.

Additional Details

We offer highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Dental cover
• 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.

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.