Job title: Customer Complaints Adviser

Closing date: 19 December 2025

Key responsibilities

1. Complaint Handling:
   • Receive and log customer complaints through various channels such as phone calls, emails, letters, and online platforms.
   • Monitor and manage the centralised team mailbox to ensure all emails are handled in a timely manner for customers and colleagues.
   • Conduct thorough investigations into each complaint, gathering relevant information and documentation to fully understand the issue.
2. Resolution Management:
   • Assess the validity and severity of complaints, prioritising them based on urgency and impact.
   • Work closely with internal departments, including customer service, Direct Home Finance, and operations, to resolve complaints in a timely manner.
   • Propose and implement appropriate solutions to address customer concerns, aiming for fair and satisfactory outcomes for all parties involved.
3. Communication and Follow-Up:
   • Maintain regular communication with customers throughout the complaint resolution process, considering customer contact preferences, providing updates and seeking feedback to ensure transparency and build trust.
   • Document all interactions and actions taken regarding complaints accurately and comprehensively in the designated systems or databases.
4. Regulatory Compliance:
   • Stay updated on relevant laws, regulations, and industry guidelines pertaining to complaint handling and consumer protection.
   • Ensure that all complaint resolution activities comply with regulatory requirements and internal policies, maintaining a high standard of ethics and professionalism.
5. Risk Management
   • Ensure the integration and application of the risk framework, risk policies, and relevant controls within your area of responsibility.
   • Ensure the Bank's safe management by promptly escalating any issues to line management. This includes timely notification of all risk events.
6. Continuous Improvement:
   • Identify trends and patterns in customer complaints, analysing root causes to prevent recurring issues and enhance overall service quality.
   • Collaborate with cross-functional teams to develop and implement process improvements and preventative measures, contributing to a culture of continuous improvement.
7. Additional Expectations
   • Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOS.
   • Deputise for Customer Complaints Team Leader in their absence, or as required.
   • Maintain a good understanding of Bank wide policies, procedures and systems.
   • Given the nature of the department, demonstrate a flexible approach and be prepared to occasionally work outside normal office hours, coupled with some UK travel.
   • Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training

Skills required

• • Previous experience in a customer service or complaint handling role within the financial services industry is highly desirable.
  • Strong understanding of financial products, services, and industry regulations.
  • Excellent communication skills, both verbal and written, with the ability to empathise with customers and convey complex information clearly and concisely.
  • Exceptional problem-solving and decision-making abilities, with a keen attention to detail.
  • Proficiency in using computer systems and software applications for documentation and reporting purposes.
  • Demonstrated ability to work well under pressure in a fast-paced environment, prioritising tasks effectively to meet deadlines.
  • Commitment to upholding ethical standards and maintaining customer confidentiality.
  • GCSE English and Mathematics (or equivalent).

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 property, in addition to sourcing and advising on UK real estate investments.

Additional Details:

We offer a highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Group dental insurance
• 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.

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