At a Glance
- Tasks: Lead customer resolutions and turn challenges into positive experiences.
- Company: Join Nottingham Building Society, a place where your voice matters.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for growth.
- Other info: Be part of a supportive team focused on continuous improvement.
- Why this job: Make a real impact by shaping better customer experiences every day.
- Qualifications: Experience in customer service and handling sensitive cases is essential.
The predicted salary is between 30000 - 40000 £ per year.
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact.
Make an Impact Where It Matters Most
Are you passionate about delivering exceptional customer outcomes and turning challenges into positive experiences? We’re looking for a Member Resolution Lead to play a key role in ensuring every customer voice is heard and acted on. In this role, you’ll take ownership of customer complaints from start to finish, investigating issues across a variety of customer journeys and delivering fair, timely, and compliant resolutions. You won’t just resolve problems; you’ll help shape better experiences.
Here’s a taste of what you will be doing as a Member Resolution Lead at Nottingham Building Society:
- Manage and triage inbound complaints, ensuring timely logging and resolution
- Investigate issues thoroughly, collaborating with stakeholders to deliver fair and compliant outcomes
- Handle complex and sensitive cases (e.g. bereavement, POA) with care and professionalism
- Respond to multi-channel enquiries, including Ombudsman cases
- Act as a customer advocate, providing expert guidance and coaching across the business
- Share insights and trends to drive continuous improvement in processes and customer experience
- Support branch and internal teams with complaint resolution and best practice
- Contribute to performance reporting and operational efficiency
- Ensure all activities align with regulatory, risk, and compliance frameworks
About you:
- Strong understanding of delivering excellent customer experience
- Confident communicator across multiple channels
- Experience handling sensitive cases and vulnerable customers (e.g. bereavement, POA)
- Highly detail-oriented with a strong investigative mindset
- Organised and able to prioritise effectively in a fast-paced environment
- Strong stakeholder engagement and collaboration skills
- Proactive problem-solver with the ability to use initiative
- Good working knowledge of FCA principles, Consumer Duty, and DISP
- Understanding of the Financial Ombudsman complaints process
- Awareness of industry best practice in complaint handling
- Competent in using IT systems and tools
Customer Resolution Lead - Nottingham City employer: Nottingham Building Society
Nottingham Building Society is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where every voice is valued. With hybrid working options and a focus on delivering outstanding customer experiences, employees are empowered to make a meaningful impact while enjoying a balanced work-life dynamic. The society fosters continuous improvement and provides opportunities for career development, making it an ideal place for those passionate about customer resolution and advocacy.
Contact Details:
Nottingham Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Lead - Nottingham City
✨Tip Number 1
Get to know the company! Research Nottingham Building Society and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Resolution Lead, you'll need to be a confident communicator. Try role-playing common scenarios with a friend or family member to get comfortable handling sensitive cases.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, if you need any adjustments during the process, just reach out – we’re here to help!
We think you need these skills to ace Customer Resolution Lead - Nottingham City
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer resolution. We want to see how your skills align with the role, so don’t be shy about showcasing your relevant achievements!
Showcase Your Communication Skills:As a Customer Resolution Lead, strong communication is key. Use your application to demonstrate how you’ve effectively communicated with customers and stakeholders in the past. We love seeing examples of how you’ve turned challenges into positive experiences!
Highlight Your Problem-Solving Abilities:We’re looking for proactive problem-solvers! In your application, share specific instances where you’ve tackled complex issues or sensitive cases. This will help us understand your investigative mindset and how you handle challenging situations.
Apply Through Our Website:Don’t forget to apply via the application button on our careers site! It’s the best way to ensure your application gets to us directly. If you need any adjustments to assist you in applying, just reach out—we’re here to help!
How to prepare for a job interview at Nottingham Building Society
✨Know Your Customer Experience
Make sure you understand what exceptional customer experience means for the role of Customer Resolution Lead. Brush up on your knowledge of FCA principles and Consumer Duty, as well as the Financial Ombudsman complaints process. Being able to discuss these topics confidently will show that you're serious about delivering great outcomes.
✨Prepare for Sensitive Scenarios
Since you'll be handling complex and sensitive cases, think about how you would approach situations like bereavement or power of attorney. Prepare examples from your past experiences where you've dealt with similar issues, showcasing your empathy and professionalism.
✨Showcase Your Investigative Skills
This role requires a strong investigative mindset. Be ready to discuss how you approach problem-solving and investigation. Use specific examples to illustrate how you've successfully resolved complaints in the past, highlighting your attention to detail and ability to collaborate with stakeholders.
✨Engage with Stakeholders
Stakeholder engagement is key in this position. Think about how you can demonstrate your collaboration skills during the interview. Prepare to share instances where you've worked with different teams to improve processes or resolve customer issues, showing that you can advocate for customers while also working effectively within a team.
