Complaints Executive

2 weeks ago


Salford, Salford, United Kingdom Shawbrook Bank Full time

The Opportunity
Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products.

From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords withmultiple properties - no two customers are ever the same.


We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes.

We rise to the challenge of a complex case or unconventional circumstances, and we love to makethings happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

If you're willing to roll up your sleeves, contribute new ideas and believe anything is possible, you're our kind of person

Work with us because you:

  • Want to be part of a bank built for the dynamics of the modern world
  • Relish a challenge and enjoy past faces, innovative and hardworking culture
  • Enjoy finding new and better ways to solve complexity and make things happen
  • Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
  • Care about society and the environment and want to be part of a business that cares too
  • Want to continue to grow professionally and be the best version of yourself

The Role & Responsibilities


The Commplaint Executive plays an important role in the Bank's ability to effectively manage regulated complaints in line with DISP regulations.

The role holder will be responsible for handling regulated customer complaints and complex queries.

The roleholder will be accountable for delivering good quality outcomes which are aligned to Shawbrook's customer charter and ensure that cases are managed efficiently and in a timely manner.


  • Providing support to management by producing accurate documentation, ensuring the quality and accuracy of data input and ensuring all standard conditions are satisfied as detailed in the company's procedures manual
  • To ensure a timely resolution and keeping levels of complaints to a minimum in line with the service standards and FCA regulation (for complaints). This will include correspondence with CMC's/law firms and direct customers and where appropriate liaisingwith Shawbrook partners and suppliers
  • In terms of complaint handling, where required deal with any cases referred to the Financial Ombudsman Service (FOS) and be the point of contact with FOS relating to the cases assigned to you
  • To ensure cases are recorded accurately and promptly on the Complaint/Dispute Management System
  • Handing calls and responding appropriately and in a courteous and efficient manner
  • Develop strong relationships with key partners and other staff offering a personal service
  • To be flexible with responsibilities and have a positive attitude towards any changes to role, company/departmental objectives, priorities and targets
  • To demonstrate a strong understanding of the principles of Treating Customers Fairly (TCF) and to being able to assess customer outcomes within this

The Person

  • Good standard of education; must include English & Maths Experience
  • Demonstrable experience of working with FCA regulated complaints as a complaint handler
  • Strong experience within banking industry
  • Experience of working to tight deadlines
  • Experience of working in a team. Technical / Specialist Knowledge & Skills
  • Computer literate (good knowledge of MS Office suite
  • Excel, Word, Power-Point)
  • Understanding of FCA Handbook including relevant DISP rules and requirements
  • Adaptable & flexible
  • Excellent communication skills required including verbal and written

Reward
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind

These include:

  • Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
  • Free access to Headspace, a mindfulness & meditation digital health app
  • Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
  • Cycle to work scheme
  • Discounts on gym membership
  • Contributory pension scheme & death in service
Your Lifestyle - It's important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you're enjoying your leisure time.

  • Minimum of 27 days holiday per year
  • Option to buy or sell holiday days through our flexiholiday scheme
  • Discounts on gym membership
nationwide

  • Access to discounts on a range of high street and online brands
  • Community support and charitable giving
Your Contribution - We're focused on rewarding those that go the extra mile in helping us achieve our goals.

  • Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
  • Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done


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