Complaints Handler

We have an exciting opportunity for a talented Complaints Handler to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

You will play an important role where you will be responsible for the reporting, investigation and resolution of complaints (with varying degrees of complexity) across our Savings and Property divisions. You will be a true subject matter expert in complaints handling, advising the business on the appropriate approach to dealing with customer complaints, balancing the needs of the business with customers interests and ensuring that they are being treated fairly in line with TCF principles and that positive outcomes are reached.

The complaints landscape within our savings and property divisions is extremely varied, dealing with a multitude of customers and different products, where you could be dealing with complaints in relation to product features, through to decisioning with our mortgage products – which is why we are looking for an expert to join the team and take ownership of this. Whilst this role will involve thorough investigation, analysis and response to all complaints, you will also play a key role in liaising with the Financial Ombudsman Service (FOS) whilst carrying out trend and root cause analysis for each division, providing comprehensive reporting for the business and chairing a number of meetings for key stakeholders to update and present on findings.

This role will be based in our Basingstoke office and is full time, Monday to Friday 09:00 - 17:30

What is important to us is that you have a proven background in Complaints Handling in a regulated environment (with a sound understanding of DISP, MCOBS rules and procedures), with specific knowledge in mortgage products. Whilst this role will involve end to end case management of complaints, what is equally important is your approach to stakeholder management and ability to influence at varying levels of seniority across the bank. Considering the reporting aspect of this role, your analytical and presentation skills will need to be second-to-none to allow you to thrive in this role.

What is equally important is that you have a natural ability in delivering customer excellence, both in written form and by telephone, with exceptional and professional communication skills.

As well as a competitive salary, we offer an annual performance related bonus based on individual and company performance. In addition, a contributory pension scheme, life assurance, 25 days annual leave (plus bank holidays on top). Wellbeing is high on our agenda, and we offer Vitality at Work membership, eye test vouchers and discounted gym membership. If that’s not enough, we offer season ticket travel loans.

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work