Overview
Join to apply for the Complaints Management Officer role at Cambridge & Counties Bank.
This role is part of the 1st Line Risk team on a 6 month Fixed Term Contract. The position supports the Head of 1st Line Risk, focusing on the management of complaints and quality assurance activities, ensuring compliance with the FCA Handbook on Dispute Management (DISP) and assessing customer outcomes under Consumer Duty and Treating Customers Fairly.
Compensation
This range is provided by Cambridge & Counties Bank. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Responsibilities
* Ownership of complaint recording, production of management information (MI), and completion of external reporting.
* Support front line teams across the Bank to ensure timely and compliant complaint management, ensuring good customer outcomes where complaints are fully investigated, managed and solutions identified.
* Completion of agreed Quality Assurance work including call listening, feedback, and action planning.
* Production of key management information for submission to the bank’s Governance Committees.
About you
For this role you will need the following skills and experience:
* Excellent knowledge of complaints regulation including Dispute Resolution (DISP) and Financial Ombudsman Guidance (FOS).
* An understanding of Conduct Risk, Consumer Duty, and Treating Customers Fairly principles.
* High competence in all types of communication, including both verbal and written.
* High levels of accuracy and attention to detail.
* Experience and technical knowledge of operational processes and customer service practice to allow for business and quality assurance activity.
* Good time management and organisational skills.
* Ability to work autonomously, managing your own workload and setting priorities.
What we offer
* 10% employer pension contributions
* Bonus Scheme
* Hybrid working policy as standard and other flexible working options welcomed
* Private Medical Insurance including optical and dental cover from day one
* Life Cover at 4x salary from day one
* Income Protection cover
* Salary Sacrifice Cycle to Work Scheme
* Salary Sacrifice Electric Car Scheme
* Interest-free personal loans for various purposes
* Perkbox membership (discounts on shopping, restaurants, cinema, and lots more)
* Enhanced Maternity and Paternity Pay policies
* Various learning and development opportunities available
* Free tea, coffee and milk
* Christmas and summer parties
* A Colleague Forum, a Green Environmental Action Team, Charities Committee and numerous opportunities to give back to the community
Diversity and Inclusion
Our aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. We are committed to equal treatment of all colleagues and potential colleagues, including those with criminal records. If you are successful in your application for employment, we will carry out pre-employment screening including use of the Disclosure and Barring Service (DBS).
For a full job description, please email recruitment@ccbank.co.uk
Thank you.
Job details
* Employment type: Temporary
* Job function: Administrative and Quality Assurance
* Industries: Banking and Financial Services
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