Complaints Executive

Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our 'best of both' approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you're willing to roll up your sleeves, contribute new ideas and believe anything is possible, you're our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Job Description

The Complaint Executive plays an important role in the Bank's ability to effectively manage regulated complaints in line with DISP regulations. The role holder will be responsible for handling regulated customer complaints and complex queries. The role holder will be accountable for delivering good quality outcomes which are aligned to Shawbrook's customer charter and ensure that cases are managed efficiently and in a timely manner.

• Providing support to management by producing accurate documentation, ensuring the quality and accuracy of data input and ensuring all standard conditions are satisfied as detailed in the company's procedures manual.
• To ensure a timely resolution and keeping levels of complaints to a minimum in line with the service standards and FCA regulation (for complaints). This will include correspondence with CMC's/law firms and direct customers and where appropriate liaising with Shawbrook partners and suppliers.
• In terms of complaint handling, where required deal with any cases referred to the Financial Ombudsman Service (FOS) and be the point of contact with FOS relating to the cases assigned to you.
• To ensure cases are recorded accurately and promptly on the Complaint/Dispute Management System
• Handing calls and responding appropriately and in a courteous and efficient manner
• Develop strong relationships with key partners and other staff offering a personal service
• To be flexible with responsibilities and have a positive attitude towards any changes to role, company/departmental objectives, priorities and targets.
• To demonstrate a strong understanding of the principles of Treating Customers Fairly (TCF) and to being able to assess customer outcomes within this.

Qualifications

• Good standard of education; must include English & Maths Experience
• Demonstrable experience of working with FCA regulated complaints as a complaint handler
• Strong experience within banking industry
• Experience of working to tight deadlines
• Experience of working in a team. Technical / Specialist Knowledge & Skills
• Computer literate (good knowledge of MS Office suite – Excel, Word, Power-Point)
• Understanding of FCA Handbook including relevant DISP rules and requirements
• Adaptable & flexible
• Excellent communication skills required including verbal and written.

Additional Information

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It's important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you're enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We're focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done