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Customer Complaints Advisor

4 months ago

Milton Keynes, United Kingdom Gatehouse Bank plc Full time

Customer Complaints Advisor


Gatehouse Bank plc, England, United Kingdom (Hybrid)

Wilmslow, 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.
  • Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOS.
  • 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.
  • Good understanding of consumer financing activities including products and services.
  • Monitoring specific Mailbox and managing internal and external phone calls.
  • Ensure that all standard operating procedures and policies are adhered to at all times.
  • Identify products, services and other opportunities and threats within the marketplace and advise/recommend to management accordingly.
  • Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility.


Skills required


  • 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 customer service and problem resolution skills.
  • 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.
  • Ability to meet deadlines along with excellent time management skills.
  • Flexible 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.

We 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.

Our 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:

  • 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 by using this link