Customer Complaints Advisor

Role Purpose

The 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, making recommendations when drafting responses and ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

Role Duties

• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately
• Liaise with Financial Ombudsman Service (FOS) whenever any complaints are referred to them
• 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 needs.
• Develop and maintain a working knowledge of policies, procedures, and systems.
• Monitoring specific Mailbox and managing internal and external phone calls.
• Identify products, services and other opportunities and threats within the marketplace and advise/recommend to management accordingly

Required Skills

• 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 communication skills and attention to detail
• 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

About Us

Gatehouse Bank was established in 2007. With offices based in London, Birmingham, Milton Keynes and Wilmslow, we’re one of the fastest growing banks of our kind in the UK. We are a British, Shariah-compliant bank and follow a set of principles which promote fair play. Our products are transparent, fair and socially responsible.