Complaints Resolution Specialist

2 months ago

Skipton, North Yorkshire, United Kingdom Skipton Building Society Full time
About the Role

We are seeking a highly skilled and experienced Complaints Handler to join our Financial Advice (FA) Complaints Team at Skipton Building Society.

As a Complaints Handler, you will be responsible for investigating customer complaints, queries, and feedback arising throughout the financial advice journey. You will work collaboratively with stakeholders to review the suitability of the advice provided and ensure that we reach a fair outcome to our investigation.

Key Responsibilities
  • Investigate customer complaints, queries, and feedback arising throughout the financial advice journey.
  • Undertake analysis during your investigation to understand the root cause of the customer's concerns.
  • Ensure that we reach a fair outcome to our investigation, fully addressing the customers' concerns.
  • Communicate the progress and outcome of our investigation with the customer, requiring strong verbal and literacy skills.
  • Provide feedback across Financial Advice and the society to help minimize a re-occurrence of any issues identified.
  • Build strong relationships with key stakeholders and teams across the business to understand emerging concerns that could lead to customer dissatisfaction.
  • Ensure high quality and accuracy for all outputs.
  • Actively manage your time and diary to ensure progress of the customer cases you are case managing.
  • Close collaboration with the Money Leadership team.
  • Support a Society-wide engagement plan.
  • Contribute to delivery of the overall objectives of the Customer Outcomes Leadership team.
  • Create an environment of responsibility and accountability.
  • Ensure comprehensive understanding and adherence within the team of Society policies, standards, processes, and procedures; ensuring work is within the TCF and consumer duty principles.
  • Manage processes to meet or exceed the Service level agreement set.
  • Actively manage your own development using appropriate learning and development tools.
  • Ensure that all complaints received within the department are actioned in line with the agreed service levels.
Requirements
  • Financial Services Knowledge.
  • Knowledge of FA Policies and Procedures.
  • Experience within building society or equivalent financial services institution.
  • Experience handling complaints within a regulated environment.
  • Experience dealing with vulnerable customers/those experiencing financial hardship.
  • Experience managing your own caseload, demonstrating the ability to prioritize.
  • A positive mindset and be open to change in a fast-paced environment.
  • The ability to make evidence-based, accountable decisions.
  • Excellent written and verbal communication skills.
  • Mortgage and savings knowledge (desirable).
  • Highly organized.
  • Basic IT skills.
About Us

Skipton Building Society is a mutual organization, owned by our members, and we place them at the heart of all we do. We pride ourselves in providing the highest possible service, but sometimes the customers' expectations aren't met, which may result in a complaint. Our approach is that any and every complaint is settled quickly and fairly to instil and underpin our values.

We are a dynamic and forward-thinking team, and as a Complaints Handler, you will be working in a fast-paced environment where no two days are the same. You will deal directly with customers who have expressed dissatisfaction with a product or service they have received across all FA products.

We offer a range of benefits, including an annual discretionary bonus scheme, 25 days standard annual leave, holiday trading scheme, matching employer pension contribution, private medical insurance, and diverse and inclusive colleague networks.

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