Customer Service Assistant - Complaints

Salary Up to £28,482 depending on skills and experience

Location Carlisle

This is a Permanent , Full Time vacancy that will close in 11 days at 23:59 BST .

The Vacancy

We want to make a positive difference to the lives of our customers, communities and our people. That means doing the right thing – listening with empathy, resolving issues fairly, and using customer feedback to improve how we work.

We’re looking for a Complaint Investigator to join our team – someone who enjoys getting to the heart of an issue, can resolve complaints quickly and fairly, and wants to contribute to positive changes across the business.

The Role

• You’ll resolve complaints across a range of issues and make sure customers feel heard, supported, and treated fairly.
• You’ll act as a point of contact for colleagues across the business, offering guidance and support to help them resolve complaints confidently and effectively at the first point of contact wherever possible
• You’ll follow our complaint handling procedure and FCA DISP guidance to ensure responses are timely, well-reasoned and, where needed, evaluate and arrange redress that reflects the individual impact on the customer and supports fair, balanced outcomes.
• You’ll engage with other teams to understand what went wrong, contribute to trend analysis, and play an active role in how we identify root causes and improve customer experience. Your attention to detail will support accurate records, daily task completion and MI input.
• You’ll liaise with the Financial Ombudsman Service to gather insight and support fair outcomes.

About You

• You’re passionate about customer experience and confident speaking with customers, especially when things have gone wrong, and can explain outcomes clearly and empathetically.
• You understand the importance of fair decision making and regulatory timeframes
• You’re comfortable handing complex or emotive cases, a strong writer and able to produce letters and documents that are well structured, accurate and appropriate to each case.
• You’re organised, detail aware, and able to maintain a strong audit trail. You enjoy digging into the detail to understand what happened and why.
• You’ll be comfortable working in a fast paced environment, able to manage competing priorities, meet deadlines and adapt quickly as new information or urgent cases arise.
• You’re comfortable with risk – recognising control weaknesses, contributing to root cause analysis and sharing insights to help us improve.
• You can build relationships with stakeholders across the business and communicate effectively at all levels.

Interested?

Closing date for applications is 03 June 2025.

This vacancy may close early if enough applications are received.

The Company

We’re here to create a banking experience that’s kinder to people and planet.

Unlike banks, we don’t have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.

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