FOS / Exec Customer Complaints Handler

FOS / Exec Customer Complaints Handler

Location: Hybrid working - Manchester City Centre or Leek

Grade: CR1

Maternity Cover: 12-month secondment

Contract: 35 hours

Working hours: Monday - Friday between 8am - 5pm

Hiring Manager: Krystian Williams

Want to change the world? A career that makes a difference

We're not a bank that follows the crowd. Instead, we like to stand out for all the right reasons. Our bank is built on co-operative values that stand strong today. We don't just help people with their money, but help people fight for justice and the causes they care about. Our unique customer-led Ethical Policy, has made us a natural leader in environmental and social issues today, and we're market leaders in ESG as rated by leading ESG ratings agency Sustainalytics.

Role purpose:

This is a fantastic opportunity to continue your career within the Bank. As a FOS / Exec Complaint Handler, you will carry out a specialist role in the handling of complex and regulated complaints, and respond, both verbally and in writing direct to customers, 3rd parties and the Financial Ombudsman Service on behalf of The Bank and/or the Executive team.

If you have experience dealing with complex complaints, have a good working knowledge of FCA DISP rules and the Financial Ombudsman Service (FOS), and experience in mortgages, we want to hear from you.

Key accountabilities:

• You will undertake detailed independent investigations, and provide guidance, advice and solutions to complex/technical customer complaints or those escalated to FOS.


• Investigate and review high risk, customer complaints and determine appropriate response and outcome for the customer, the business and FOS.


• Provide feedback to the business based on learnings from Ombudsman cases, in keeping with our responsibilities under FCA DISP rules,


• Contacting customers / FOS by the channel of choice to resolve 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, establish the root cause, assess customer impact, deliver an outcome that is fair and feedback learnings as appropriate


• 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.


Knowledge, skills and experience required:

• Good experience of managing conflict and difficult conversations


• Background in complex complaint handling and/or FOS handling along with an understanding of DISP and regulatory requirements.


• 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 do not 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.


• Good experience of managing conflict and difficult conversations


• Background in complex complaint handling and/or FOS handling along with an understanding of DISP and regulatory requirements.


• 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 do not 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.

We're not a bank that follows the crowd. Instead, we like to stand out for all the right reasons. Our bank is built on co-operative values that stand strong today. We don't just help people with their money, but help people fight for justice and the causes they care about. Our unique customer-led Ethical Policy, has made us a natural leader in environmental and social issues today, and we're market leaders in ESG as rated by leading ESG ratings agency Sustainalytics.