Role Purpose
The purpose of this role is to be responsible for the day to day running of the Customer Complaints team, ensuring any complaints received by the business are handled efficiently and within regulatory timescales.
The role will also include ensuring SLA’s, quality standards are achieved, and MI reporting is produced across the business.
Please note - this position is an FTC for 12 months.
The position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week. This role can be based from our Wilmslow or Milton Keynes office.
Role Duties
- Lead the management, resolution and handling of all complaints received into Gatehouse Bank - managing calls when an escalation occurs
- Ensuring consistency in how the team build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately
- Liaise with Financial Ombudsman Service (FOS) when required
- Promote continuous improvement across the team and ensure customer satisfaction following
- receipt of a complaint
- Prepare and deliver monthly and\or quarterly business reviews to senior management, including information for regular customer forum and committees
- Identify and escalate root cause analysis, track performance against specific actions taken
- Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility
Required Skills
- Complaints handling experience within a regulatory environment, with a strong understanding of the Complaints/FOS process
- Banking experience, preferably in mortgages / savings servicing or bank operations
- Excellent verbal and written communication skills and attention to detail.
- Effective interpersonal, customer service and organisational skills, within a regulated role, where problem resolution has been a focus
About Us
Gatehouse Bank was established in 2007. With offices based in London, Birmingham, Milton Keynes and Wilmslow, we’re one of the fastest growing banks of our kind in the UK. We are a British, Shariah-compliant bank and follow a set of principles which promote fair play. Our products are transparent, fair and socially responsible.
Additional Details
We offer 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.
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