Job title: Team Leader Customer Complaints - FTC 12 months

Closing date: 31 March 2026

Key responsibilities

• Lead the management, resolution and handling of all complaints received into Gatehouse Bank.
• 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.
• Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer’s and regulatory needs.
• Develop and maintain a working knowledge of policies, procedures, and systems.
• Good understanding of consumer financing & savings activities including products and services.
• Prepare and deliver monthly and\or quarterly business reviews to senior management, including information for regular customer forum and committees.
• Identify and escalate root cause analysis, track performance against specific actions taken.
• 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.
• Develop and progress direct reports to attain and maintain competence in alignment with the Training and Competence Scheme and relevant Bank policies and procedures.
• Maintain good working relationships with all Bank customer facing teams, promoting best practice for complaint identification and handling (aligned to Bank policies and procedures), supporting with the delivery of colleague upskill as required and where appropriate.
• Lead your team by role modelling our ROC values and behaviours. People managers are responsible for completing all colleague life cycle activities such as recruitment; performance review process: providing input and encouraging colleague development with a focus on values, behaviours; wellbeing and to promote and enhance colleague engagement. People managers are also expected to adhere to all policies and procedures and ensure their team function effectively.
• 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 within a regulatory environment.
• Banking experience, preferably in mortgages / savings servicing or bank 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 interpersonal, customer service and organisational skills are necessary.
• Excellent customer service and problem resolution skills
• 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 utilising leadership skills, professionalism, and teamwork.
• 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 Birmingham 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.

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. Full details of their Privacy Policy can be viewed here.