Your new company

Your new role

• Manage complaints (mortgage and non-mortgage customers) in line with standards in complaints management procedures, ensuring CPC regulatory obligations are met.
• Drive the quality of our investigations and responses to ensure we reach the highest possible standards in the management of complaints and customer service.
• Maintain file records to ensure all working files are in order, secure and available to ensure prompt response to queries/actions.
• Write letters to customers responding to a customer’s complaint.
• Support your Team Leader/Manager in the completion of ad hoc tasks and management of reports/MI for the Business.
• The role holder will be involved in
  The management and resolution of complex customer complaints to a final response letter. This will involve the application of significant levels of personal judgement and expertise in addition to the application of relevant legislation, regulation and bank policy.
• The role holder will be required to deliver fair customer outcomes, while also meeting the Bank’s regulatory responsibilities.

What you'll need to succeed

• A customer-focused individual, with proven experience in dealing with customer issues.
• Technical/regulatory knowledge, combined with an empathetic and customer-orientated approach.
• Minimum APA (Loans and Regulation) qualified or working towards full QFA qualification.
• A background in working in complaints resolution with a strong aptitude for letter writing would be highly desirable for this role.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.