Complaints Handler

The opportunity

We have an opportunity for a talented Complaints Handler to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. We pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

You will play an important role where you will be responsible for the reporting, investigation and resolution of complaints (with varying degrees of complexity) across our Savings, Retail Finance and Property divisions. You will be a true subject matter expert in complaints handling, advising the business on the appropriate approach to dealing with customer complaints, balancing the needs of the business with customers interests and ensuring that they are being treated fairly in line with Consumer Duty principles and that positive outcomes are reached.

The complaints landscape within our business divisions is extremely varied, dealing with a multitude of customers and different products, where you could be dealing with complaints in relation to product features, through to decisioning with our mortgage products – which is why we are looking for an expert to join the team and take ownership of this. Whilst this role will involve thorough investigation, analysis and response to all complaints, you will also play a key role in liaising with the Financial Ombudsman Service (FOS) whilst carrying out trend and root cause analysis for each division, providing comprehensive reporting for the business and chairing a number of meetings for key stakeholders to update and present on findings.

This role will be based in our Basingstoke office and is full time, Monday to Friday 09:00 - 17:30 with hybrid working available after successful completion of the probationary period.

• Demonstrable experience in complaints handling in a regulated environment and specific knowledge of mortgage products

What is important to us is that you have a proven background in Complaints Handling in a regulated environment (with a sound understanding of DISP, MCOBS rules and procedures), with specific knowledge in mortgage products. Whilst this role will involve end to end case management of complaints, what is equally important is your approach to stakeholder management and ability to influence at varying levels of seniority across the bank.

Considering the reporting aspect of this role, your analytical and presentation skills will need to be second-to-none to allow you to thrive in this role.

What is equally important is that you have a natural ability in delivering customer excellence, both in written form and by telephone, with exceptional and professional communication skills.

As well as a competitive salary, we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering.

Wellbeing is also high on our agenda, and we offer healthcare benefits through Equipsme. In addition, all colleagues have free access to BHFS Rise EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).

If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact