Complaints and Customer Experience Lead

We are looking for a Complaints and Customer Experience Lead to join our team!
Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.
About Unity Trust Bank plc
Unity is a specialist business bank with a difference. Unity supports SMEs and organisations that share its values in wanting to contribute to positive economic, social and environmental change. We operate throughout the UK, with offices in Birmingham, London and Manchester.
For over 37 years the bank has worked with organisations and SMEs that share its values and philosophy, offering a full range of banking services including current accounts, savings accounts, and loans.
Independent since December 2015, its purpose is to help create a better society, not just maximise profit. Unity’s focus on its customers, employees, and the communities it serves is what sets it apart and allows it to deliver on the bank’s ‘Double Bottom Line’ strategy through volunteering, education and fundraising.
As we look to grow our reach further, Unity, our people and our customers, are committed to helping to create a better society for all.
Unity is a Real Living Wage employer, a Fair Tax Mark business, a Women In Finance Charter signatory, member of the Banking Standards Board and currently holds the Investors in People Gold standard.
The role
The person will need to fully investigate complaints in line with the Bank’s, Financial Conduct Authority & Financial Ombudsman Service’s procedure & guidelines. To review and respond to complaints within the regulatory timeframes and to proactively contact customers to discuss their complaint and/or concerns. This role will also play a key part in root cause analysis of complaints and customer feedback, supporting the Head of Contact Centre in identifying areas that the Bank can improve on to enhance the overall customer experience and meet customer needs.
Responsibilities
• Ensuring the complaints process is owned and resolved by the Complaints case handler from start to finish for each customer complaint throughout the business.
• To independently analyse the evidence and decide whether the complaint should be upheld or not upheld, with offer of appropriate compensation or redress (where applicable) and that customers receive correct and fair outcomes.
• To ensure customer complaints letters are written clearly, concise, and that all customer concerns have been addressed with appropriate solutions provided.
• To ensure that customer complaints are accurately logged on the system throughout the complaints journey, clearly documenting each step of the complaints process undertaken.
• Preparing file cases for the Financial Ombudsman Service and challenging their decisions where appropriate.
• Compile the complaints data for regulatory reporting.
• Analysis the root causes for customer complaints, internal and external feedback and report to key stakeholders’ areas of the business which need to be improved.
• Produce ad-hoc and regular management information on complaint and customer feedback KPIs and trends.
• Share and support the embedding of lessons learned following receipt of decisions from the Financial Ombudsman Service to relevant stakeholders.
• Promote and drive continuous improvement in customer satisfaction and complaint prevention in line with company strategy.
The person
We are keen to hear from experienced Complaints and Customer Experience Leads who can work collaboratively and have the following skills:
Professional qualifications Banking qualifications (D)
Knowledge requirements Extensive complaints knowledge and end to end handling experience in financial services (E)
Extensive experience in financial services complaint handling (E)
Operational knowledge of bank processes and key regulatory/legal issues (E)
Numeracy (E
(E = essential D= desirable)
The role will be Birmingham based.