Customer Complaints Advisor
Gatehouse Bank plc, England, United Kingdom (Hybrid)
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. Ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.
Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOS.
following receipt of a complaint.
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.
Ensure that all standard operating procedures and policies are adhered to at all times.
Identify products, services and other opportunities and threats within the marketplace and advise/recommend to management accordingly.
Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility.
Complaints handling experience.
Banking experience, preferably in home finance / savings servicing or banking operations.
Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.
Excellent customer service and problem resolution skills.
Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner.
Flexible in approach, rational when faced with changing priorities in a dynamic environment.
Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We’re one of the fastest growing banks of our kind in the UK and are a subsidiary of Gatehouse Financial Group Limited.
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.
Our way of operating is stable, transparent, and shares risk and reward in an equitable way. 25 days holiday entitlement increasing with service
~ Pension Plan
~ Private Medical Insurance
~ Dental Cover
~ 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.
Full details of their Privacy Policy can be viewed by using this link