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- Tasks: Manage complex complaints and drive improvements for fair customer outcomes.
- Company: Join Hampshire Trust Bank's First Line Risk Complaints team.
- Benefits: Enjoy competitive salary, hybrid working, and 25 days annual leave.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction and regulatory compliance.
- Qualifications: Experience in complaints handling and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
We're looking for an experienced Senior Complaints Officer to join our First Line Risk Complaints team at Hampshire Trust Bank. This is a pivotal role focused on delivering fair customer outcomes, ensuring regulatory compliance, and driving continuous improvement across the complaints journey.
You'll handle complex complaint investigations end-to-end, provide high-quality insight and reporting to senior stakeholders, and play a key role in root cause analysis to reduce future complaints. You'll also act as a deputy to the Complaints Manager when required, providing guidance, quality oversight and coaching to Complaints Officers within the team.
- Complaint Handling & Investigations
- Manage complex complaints end-to-end in line with FCA DISP requirements
- Engage with customers to fully understand concerns and deliver empathetic, evidence-based outcomes
- Draft clear, professional and compliant final response letters
- Manage complaint timelines, ensuring all regulatory milestones are met
- Prepare FOS case files and support responses to escalated complaints
- Reporting, Insight & Root Cause Analysis
- Produce accurate and timely complaints MI and reporting for COO, business stakeholders and Risk Committee
- Analyse complaint trends and themes to identify root causes
- Support and contribute to root cause analysis forums, driving actions to reduce future complaints
- Act as an advocate for preventing customer detriment across the business
- Oversight & Continuous Improvement
- Act as the first point of escalation for Complaints Officers
- Provide coaching, guidance and quality oversight across the team
- Identify and implement improvements to complaints processes
- Contribute to policy, process and control enhancements
- Maintain up-to-date knowledge of regulatory changes and best practice
- Risk & Assurance
- Support first-line assurance activity to ensure adherence to policy, procedures and risk appetite
- Ensure complaint outcomes are robust, evidence-based and customer-focused
Working closely with:
- Complaints Manager and Complaints Officers
- Lending and Operations teams
- 2nd Line Compliance and Risk teams
- Centralised Services
- External bodies including FOS, FCA and FLA
Qualifications and Experience
- Proven experience in complaints handling, quality assurance or risk roles within Financial Services (mortgage/specialist lending background preferred)
- Strong working knowledge of FCA DISP, BCOBS, GDPR, Consumer Duty, TCF and vulnerable customer requirements
- Experience managing complex complaint investigations and FOS escalations
- Ability to analyse data, identify root causes and drive meaningful improvement
Skills & Attributes
- Strong empathy and active listening skills
- Excellent written and verbal communication
- High attention to detail and strong organisational skills
- Confident working independently while managing competing priorities
- Collaborative team player able to engage stakeholders at all levels
- Positive and pragmatic approach to change
Benefits
- Competitive salary
- Discretionary annual bonus
- Hybrid working (50/50)
- 25 days annual leave (increasing with service) + Holiday Buy Scheme
- Private Medical Insurance (Bupa)
- Mental health & wellbeing support via YuLife & Bupa
- Pension scheme - 8% employer contribution (non-contributory)
- Cycle to Work & Green Car Schemes
- Interest-free season ticket loan
- Annual volunteering day & Net Zero commitment
- YuLife Rewards - retail, lifestyle & experience discounts
If you're an experienced complaints professional who is passionate about fair customer outcomes, regulatory excellence and continuous improvement, we'd love to hear from you.
Senior Complaints Officer in Westminster employer: Hampshire Trust Bank
Contact Detail:
Hampshire Trust Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaints Officer in Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who know about complaints handling. A friendly chat can lead to insider info on job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management and regulatory compliance. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills! Bring along examples of your past work, like reports or case studies, to demonstrate your experience in handling complex complaints and driving improvements. This will set you apart from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Hampshire Trust Bank.
We think you need these skills to ace Senior Complaints Officer in Westminster
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in complaints handling and regulatory compliance. We want to see how your skills align with the role of Senior Complaints Officer, so don’t hold back on showcasing your relevant achievements!
Showcase Your Empathy: Since this role is all about delivering fair customer outcomes, it’s crucial to demonstrate your empathy and active listening skills. Use examples from your past experiences where you’ve successfully managed complex complaints and engaged with customers to resolve their concerns.
Be Clear and Professional: When drafting your application, keep your language clear and professional. We appreciate well-structured responses that reflect your attention to detail, especially when it comes to writing final response letters or reports.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Hampshire Trust Bank
✨Know Your Regulations
Familiarise yourself with FCA DISP, BCOBS, and other relevant regulations before the interview. Being able to discuss these frameworks confidently will show that you understand the compliance landscape and can navigate it effectively.
✨Showcase Your Empathy
Prepare examples that highlight your empathy and active listening skills. Think of specific situations where you successfully resolved a complex complaint by understanding the customer's perspective and delivering a fair outcome.
✨Data-Driven Insights
Be ready to discuss how you've used data to identify root causes of complaints in your previous roles. Bring examples of how your insights led to meaningful improvements in processes or customer outcomes.
✨Demonstrate Leadership Qualities
As this role involves coaching and guiding others, prepare to talk about your leadership style. Share experiences where you've mentored team members or contributed to a positive team environment, showcasing your collaborative approach.