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Executive Complaints Assistant
1 week ago
Executive Complaints Assistant
W9)
Executive Complaints Assistant
Sainsbury's Bank
In a nutshell
As an Executive Complaints Assistant you'll be responsible for ensuring that all complaints raised are responded to promptly, meeting regulatory guidelines and ensuring all customers receive a fair outcome.
What success looks like?
You'll have previous experience working within complaints within Financial Services.
Within this role you'll be working closely with senior stakeholders, and as result must have great communication skills and the ability to tailor these to suit your audience.
What you'll be doing
- Responsible for coordinating a response / resolution to complaints received from customers or escalated to FOS
- Ensuring all customer complaints are addressed in line with internal and external requirements and bank policy and agreed service standards
- Control and monitor all complaints received to minimise such occurrences and recommend any appropriate changes as necessary to prevent repetition
- Demonstrate risk awareness and operate within the Risk Management Framework
- Carry out relevant tasks as requested by Executive Complaints Manager and Customer Relations Manager
- Organise and plan daily activities to ensure deadlines are me
What you need to know and show
- Proven experience in financial services complaints handing
- Experience working FOS cases would be desirable but is not essential
- Ability to develop and manage solutions to problems and report accordingly
- Excellent communicator both verbally and in written communications
- Good understanding of the financial service industry and Sainsbury's Bank products and service channels
- Demonstrate an ability to think and reason logically
- Strong advocacy for delivering fair customer outcomes
- Ability to manage own workload and work effectively under pressure
- Enthusiastic team player with ability to working closely with others to deliver results
- Strong attention to detail
- Customer focused looks for ways to add value and improve customer service
- Strong interpersonal and communication skills
- Ability to work at pace in a fast moving environment
- Good stakeholder management skills
Our benefits
- In addition to the all
- We offer flexible working to help you achieve a good work/life balance.
- Opportunity to buy extra holidays is on the table.
- Discounts on your weekly shop, buying a laptop or sofa? We've got it covered through your Sainsburys, Argos and Habitat store discount card.
- Cycle to work scheme and great coffee and cake
Colleague Conduct Rules
The individual performing this role is expected to adhere to conduct rules as specified by our regulators (PRA and FCA).
A little about us & our culture
We're proud of our heritage as the UK's first supermarket bank.
As digital technology drives the banking landscape we want to be at the cutting edge of this technology, offering award winning innovative digital banking products to our customers.
Technology is where we see our growth therefore, we need innovators to join us and drive the next phase of our evolution.
We're a friendly bunch who collectively share a passion to make our customers' financial lives easier.As part of the wider Sainsbury's Group, being one of the UK's most trusted brands, it brings our colleagues a wealth of opportunities to fulfil their potential.
Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.
Everyone is welcome at the Sainsbury's Group, and we're proud to be an equal opportunities employer that champions a diverse and inclusive culture that reflects the diversity of the communities we serve.
Work-life balance is important to us, so we offer our colleagues as much flexibility as possible in line with the needs of their role.
We trust them to decide how, where and when they work, combining remote and collaborative working with a flexible approach to hours within their working days, giving plenty of time and space for life outside of work whilst delivering against our business goals.
LI-AH1Primary Location:
GB-GB-Edinburgh
Work Locations:
Sainsburys Bank Lochside and Home Sainsbury's Bank 3 Lochside Avenue Edinburgh EH12 9DJ
Job:
Customer Operations
Schedule:
Full-time
Advertised Salary 27250
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