Complaints Investigator – Secondment Opportunity 6 Months
Location: Manchester or Leek/Hybrid (Tuesday office based plus one other day)
Grade: DR3
35 hours per week shifts between Monday - Friday 8am - 5pm
A career that makes a difference
We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.
Role purpose:
This is a fantastic opportunity to continue your career within the Bank. As a Complaint Investigator, you will carry out a wide range of analysis work and respond, both verbally and in writing, to complaints from our personal, business banking and mortgage customers.
If you have experience dealing with our current customer base and can display empathy and want to enhance the customer journey whilst having full accountability and exposure to key stakeholders, we want to hear from you.
You will be required to attend the office for training for a full week.
Key accountabilities:
- Contacting customers either by telephone (primarily) or written correspondence to resolve customer complaints in a professional, timely, accurate and effective manner, in accordance with internal and external regulatory requirements
- You will conduct a thorough and impartial investigation to understand why the customer is dissatisfied and by understanding the situation, impact and will deliver an outcome that is fair
- Where immediate resolution is not possible, case-manage the resolution process and associated customer interactions, ensuring the customer is kept appropriately informed and advised in line with agreed expectations
- Utilising specialist knowledge, skills and behaviours, undertake detailed independent investigations and provide guidance, advice and solutions to customer complaints, whilst maintaining the maximum possible level of customer satisfaction, including customer retention.
- Develop and maintain relationships with key stakeholders
- Using multiple computer systems to update customer records, look up information and record call details.
- Proactively monitor customer complaints to identify opportunities to improve the customer experience and financial efficiencies.
- You will manage and prioritise your own workload, whilst meeting complaints resolution targets
Knowledge, skills and experience required:
- Good experience of managing conflict and difficult conversations
- Due to the nature of the calls, demonstrate resilience, empathy, patience and the ability to remain calm under pressure
- You’ll be familiar with identifying vulnerable customers and handling challenging situations sensitively
- The ability to act quickly in the right situation, make correct decision after considering various perspectives and take responsibility for outcomes
- Ability to clearly, concisely and accurately communicate with internal and external customers a full range of detailed information, both verbally and in writing, from a variety of sources, using persuasive and negotiating skills
- Highly developed and proven customer service skills.
- Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities.
We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
Should you require any reasonable adjustments throughout the recruitment process, please contact our Careers Team.
Please note we may withdraw this vacancy once sufficient applications have been reached.