Customer Complaints Advisor
4 weeks ago
Gatehouse Bank plc, England, United Kingdom (Hybrid)nWilmslow, Milton Keynes or London.
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. Ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.
Key responsibilities
Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.nLiaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOS.nBuild customer loyalty through continuous improvement and ensure customer satisfaction. following receipt of a complaint.nEstablishment and on-going review of working practices to ensure they are fit for purpose and meeting customer’s needs.nDevelop and maintain a working knowledge of policies, procedures, and systems.nGood understanding of consumer financing activities including products and services.nMonitoring specific Mailbox and managing internal and external phone calls.nEnsure that all standard operating procedures and policies are adhered to at all times.nIdentify products, services and other opportunities and threats within the marketplace and advise/recommend to management accordingly.nImplement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility.
Skills required
Complaints handling experience.nBanking experience, preferably in home finance / savings servicing or banking operations.nAbility to multi-task and work in a fast-paced environment while providing a high level of customer service.nExcellent customer service and problem resolution skills.nAbility to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner.nAbility to meet deadlines along with excellent time management skills.nFlexible in approach, rational when faced with changing priorities in a dynamic environment.
About us
Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We’re one of the fastest growing banks of our kind in the UK and are a subsidiary of Gatehouse Financial Group Limited.nWe offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.nOur way of operating is stable, transparent, and shares risk and reward in an equitable way. That’s why we talk about balanced banking.
Additional details
We offer a highly attractive reward package; the typical benefits include:n25 days holiday entitlement increasing with servicenPension PlannPrivate Medical InsurancenDental CovernIncome ProtectionnLife AssurancenEmployee 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.nPlease 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 by using this link
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