Job title: Customer Complaints Adviser

Closing date: 17 February 2025

Key responsibilities

• 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.
• Build customer loyalty through continuous improvement and ensure customer satisfaction. following receipt of a complaint.
• Deputise for Customer Complaints Team Leader in their absence.
• 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.
• 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.
• 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

• 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 verbal and written communication skills and attention to detail.
• Effective organisational skills.
• 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.
• Ability to meet deadlines along with excellent time management skills.
• Flexible in approach, rational when faced with changing priorities in a dynamic environment.
• Ability to perform in a strong customer-oriented team environment.
• 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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