Founded in 2007, Gatehouse Bank is a UK challenger bank built on Shariah principles. With offices in London, Milton Keynes, Birmingham and Wilmslow, we provide ethical savings products and residential property finance, as well as expertise in UK real estate investment.
We’re proud to combine strong values with a modern, customer-first approach.
The role
As a Customer Complaints Adviser, you'll be responsible for the day-to-day handling of Customer Complaints, ensuring any complaints received by the business are handled efficiently and within regulatory timescales. You'll make recommendations when drafting responses, ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.
What you'll be doing
- Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately, talking through policies and procedures patiently and with an empathetic nature
- Liaise with Financial Ombudsman Service whenever any complaints are referred to FOS
- Build customer loyalty through continuous improvement and ensure customer satisfaction following receipt of a complaint
- Developing a strong knowledge of the Gatehouse product range
What we’re looking for
- Demonstrated Complaints handling experience, preferably within a banking or financial services environment
- Previous experience in a role where strong verbal and written communication skills and attention to detail was crucial
- Excellent customer service and problem resolution skills
- A passion to provide internal and external customers with the highest quality of customer service that meets their needs, and providing excellent customer service and problem resolutions
Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
What you'll get in return
We offer a competitive and well-rounded benefits package, including:
- 25 days holiday entitlement increasing with service
- Pension plan
- Private medical insurance
- Income protection
- Life assurance
- Employee referral bonus
Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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Customer Complaints Adviser FTC 6 months in Milton Keynes employer: Gatehouse Bank Plc.
Gatehouse Bank is an excellent employer that prioritises employee well-being and professional growth, offering a competitive benefits package including generous holiday entitlement, private medical insurance, and a pension plan. With a hybrid working policy allowing flexibility to work from home up to three days a week, employees thrive in a supportive and dynamic team environment, contributing to the bank's commitment to exceptional customer service and ethical finance. Located in key UK cities, Gatehouse Bank fosters a culture of inclusivity and equal opportunity, making it a rewarding place to build a meaningful career.
