Job Summary
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. You'll make recommendations when drafting responses, ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.
Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
Key responsibilities
* Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately, talking through policies and procedures patiently and with an empathetic nature
* 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.
Skills required
* Demonstrated Complaints handling experience.
* Banking experience, preferably in home finance / savings servicing or banking operations.
* Previous experience in a role where strong verbal and written communication skills and attention to detail was crucial.
* Excellent customer service and problem resolution skills.
* A passion and enthusiasm to provide internal and external customers with the highest quality of customer service that meets their needs, and providing excellent customer service and problem resolutions
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 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.
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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