Complaints Handler

Hours:

35 hours per week, Monday to Friday; permanent and secondment contracts available. Minimum of 3 days per week to be worked in the office. Salary: £26,750 per annum. Closing date:
Wednesday, 5 August 2026.

As a Complaint Handler within our Money team, you will take ownership of customer complaints, investigate issues, resolve disputes, and drive continuous improvement across savings and mortgage products.

• Take ownership of complaints from initial contact to resolution, managing caseload within regulatory requirements and agreed time frames.
• Investigate complaints, gathering information from customers, colleagues, and business areas to build a clear understanding of each case.
• Identify root causes through effective fact‑finding and thorough investigation.
• Provide a seamless, professional and supportive experience for customers throughout the complaints journey.
• Communicate complaint outcomes clearly, accurately and sensitively, both in writing and over the phone.
• Ensure fair, evidence‑based decisions are reached and resolved within regulated time frames.
• Share insights, feedback and root‑cause analysis to support service improvements, enhance customer experience and contribute to colleague development.

• Experience handling customer complaints, escalations or complex customer issues within a regulated environment.
• Ability to investigate issues independently, gathering information from customers, colleagues, systems and records to understand what happened and why.
• Confidence assessing evidence, applying policy and process, and using sound judgment to reach fair, balanced decisions that deliver good customer outcomes.
• Strong understanding of regulatory requirements, service standards and timescales, with the ability to act quickly to prevent potential breaches.
• Confidence handling difficult, sensitive or emotionally charged conversations whilst remaining calm, professional and empathetic.
• Strong organisational skills, with the ability to manage your own caseload and competing priorities effectively.
• Awareness that customers have different needs and circumstances, with the confidence to identify potential vulnerabilities or additional requirements and respond appropriately.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgages and access to Skipton products and services at discounted rates
• Flexible working to help balance commitments
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle‑to‑work scheme, discounted gym memberships
• Lifestyle perks such as a Home & Tech voucher, usable at John Lewis, Currys and IKEA