Grow with UTB

This is a hybrid role – 3 days in the office (City of London location) and 2 days working from home.

Role Purpose:

As a Complaints Manager, you will be the expert in resolving complaints and promoting service excellence. Your leadership will guide the team to maintain high standards and address complaints effectively. This will include actively gathering valuable feedback and periodic monitoring to understand root cause analysis to identify underlying issues, identifying additional support for vulnerable customers and the investigation and resolution of customer complaints.

Responsibilities: 

• Manage and oversee all customer complaints received via all contact channels, fairly and thoroughly to ensure that the right outcome is reached
• Resolve complaints within agreed SLAs, managing your workload effectively to ensure all complaints are logged, acknowledged, investigated and resolved promptly against both internal and regulatory expectations
• Work with the compliance team on the Financial Ombudsman service complaints. Assess complaints and make redress recommendation to demonstrate a fair and reasonable and positive solution
• Create and maintain RCA in collaboration with your team members. Presenting to key stakeholders on a regular basis
• Be an advocate for preventing customer detriment within the business – sharing findings from RCAs and generally highlighting areas of opportunity to the business
• Making suggestions on improvements that can be made with processes to reduce the volume of complaints at the source
• Record all customer information on accounts, ensuring all details are accurate and in line with company policies and procedures
• Take ownership of complaints, liaising with the relevant departments where needed to ensure the customer receives the appropriate response within agreed SLA’s
• Identifying customers who are vulnerable when dealing with their complaint
• Support the front line team with escalated expressions of dissatisfaction
• Accountable for all reportable Complaints and ensure that they are sent to the FCA within agreed timeframe
• Support the team with training and identify areas of improvement to reduce customer complaints within the department

Skills and Experience sought:

• Knowledge of  the FCA DISP rules
• Knowledge of FCA policies and regulation, FOS standards and laws referring to Consumer Duty, Treating Customer Fairly and Vulnerable Customers
• At least 3 years demonstrable experience of handling complaints within a Financial Services environment across numerous contact channels
• Experienced gained at manager level within financial services operations
• Ability to deal with high case volumes

UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

• Competitive Salary and Bonus package
• 26 Days Holiday
• 2 Wellbeing Days
• Contributory Pension
• Life Insurance / Income Protection / Critical Illness cover
• Private Medical Insurance
• Season Ticket Loans
• Excellent career development opportunities and where appropriate sponsorship of a relevant qualification

Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

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