Complaints Handler

Hours:

35 hours per week, Monday to Friday - hybrid and condensed working can be considered with a weekly presence expected in the office, this will be on a 12 month fixed term contract.

Salary:

£26,426 Per Annum

Closing Date:

Fri, 31 May 2024

We are recruiting for the latest member of our Financial Advice (FA) Complaints Team. If you put the customer at the heart of everything you do, enjoy working in a fast-paced environment, and have a keen eye for detail, then this may be the job for you

At Skipton Building Society, we’re not just another financial services institution. We’re a mutual organisation, which means we’re owned by our members and place them at the heart of all we do.

Here at the Skipton 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.

Who are we?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

You will be joining the Complaints Department, consisting of 2 leaders, 21 Complaint Handlers and 3 admin staff. We work closely with several teams across the business to ensure we’re completing in depth investigations and consistently achieving the best possible outcome for the customer.

What’s in it for you?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including ;

 ·Annual discretionary bonus scheme

·25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days

·Holiday trading scheme allowing the ability to buy and sell additional annual leave days

·Matching employer pension contribution (up to 10% per annum)

·A commitment to training and development.

·Private medical insurance for all our colleagues

·3 paid volunteering days per annum

·Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups

·We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What will you be doing?

As an FA Complaint Handler, you’ll be working in a forward thinking and dynamic team 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. You’ll have an enquiring mind and really listen to our customers on the phone or in writing whilst identifying how to put things right. Working collaboratively to find a solution and improving our service is paramount and as such you’ll always put our customers at the heart of everything you do.

Your responsibilities will include:

·Investigating customer complaints, queries and feedback arising throughout the financial advice journey, ranging from service complaints through to working with stakeholders to review the suitability of the advice provided.

·Undertaking analysis during your investigation to understand the root cause of the customer’s concerns.

·Ensuring that we reach a fair outcome to our investigation, fully addressing the customers concerns.

·Communicating the progress and outcome of our investigation with the customer, requiring strong verbal and literacy skills.

·Providing feedback across Financial Advice and the society to help minimise 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.

·Creating 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.

What do we need from you?

·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 prioritise

·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 organised

·Basic IT skills

As a Complaint Handler, you can expect a structured, tailored development programme, to keep your knowledge up to date. And, in our regular team sessions, you’ll be able to share advice and experience with your colleagues. It’s everything you need to keep growing your skills and expertise with one of the largest building societies in the UK.

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