Customer Complaints Adviser

Based in London, Milton Keynes or WilmslowLocation: London, Milton Keynes or WilmslowJob SummaryThe purpose of this role is to be responsible for the day to day handling of Customer Complaints, ensuring any complaints received by the business are handled efficiently and within regulatory timescales. The role also includes making recommendations when drafting responses. Ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.Key responsibilitiesBuild customer relationships by actively listening and resolving complaints quickly, efficiently and accuratelyExplain policies and procedures courteously and patientlyLiaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to FOSBuild customer loyalty through continuous improvement and ensure customer satisfaction following receipt of a complaintDevelop and maintain a working knowledge of policies, procedures and systemsGood understanding of consumer financing activities including products and servicesMonitoring specific Mailbox and managing internal and external phone callsIdentify products, services and other opportunities and threats within the market place and advise/recommend to management accordinglyEnsure that all standard operating procedures and policies are adhered to at all timesImplement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibilitySkills requiredBanking experience, preferably in Home finance / savings servicing or bank operationsAbility to multi-task and work in a fast-paced environment while providing a high level of customer serviceExcellent customer service and problem resolution skillsAbility to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional mannerAbility to meet deadlines along with excellent time management skillsFlexible in approach, rational when faced with changing priorities in a dynamic environmentAbout usFounded 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.We offer a highly attractive reward package; the typical benefits include:25 days holiday entitlement increasing with servicePension planPrivate medical insuranceIncome protectionLife assuranceEmployee referral bonusGatehouse 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. 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