At a Glance
- Tasks: Lead customer resolutions and turn challenges into positive experiences.
- Company: Join Nottingham Building Society, a mutual dedicated to community and customer care.
- Benefits: Enjoy competitive salary, 29 days leave, and a focus on work/life balance.
- Other info: Embrace diversity in a friendly culture that values personal and professional growth.
- Why this job: Make a real impact by advocating for customers and improving their experiences.
- Qualifications: Strong communication skills and experience with sensitive cases are 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 are 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
Reward & Benefits:
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
- Commitment and dedication to your ongoing personal and professional development.
- A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
- A strong sustainability agenda where we are continually finding new ways to be kinder to the environment by reducing our carbon footprint.
- We are passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation.
- Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.
Embracing Diversity Together:
We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.
About us:
Together we overcome barriers and shape brighter futures for our customers, colleagues and our communities. We are a mutual, which means we don’t have shareholders. Instead, we are owned by our members and use our money to do good, investing in our community, responsible causes, and well, you.
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 competitive salary, generous leave, and a supportive work-life balance through hybrid working. Our inclusive culture fosters collaboration and innovation, while our commitment to community engagement and sustainability allows employees to make a meaningful impact both within the organisation and in the wider community. Join us in shaping better customer experiences and advancing your career in a purpose-driven environment.
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 inside out! Research Nottingham Building Society's values, mission, and recent news. This will help you tailor your conversations 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. Role-play potential scenarios with friends or family to get comfortable handling sensitive cases and complex inquiries.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, if you have any questions or need adjustments during the process, 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 application to highlight how your skills and experiences align with the role of Customer Resolution Lead. We want to see how you can make an impact where it matters most!
Showcase Your Communication Skills:As a Customer Resolution Lead, you'll be communicating across multiple channels. Use your application to demonstrate your confident communication style and how you've successfully handled sensitive cases in the past.
Be Detail-Oriented:We love candidates who pay attention to detail! Make sure your application is free from typos and clearly structured. This reflects your investigative mindset and organisational skills, which are key for this role.
Apply Through Our Website:Don't forget to apply via the application button on our careers site! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we’re here to help if you need any adjustments during the process.
How to prepare for a job interview at Nottingham Building Society
✨Know Your Customer Journey
Familiarise yourself with the customer journey and the common pain points customers face. This will help you demonstrate your understanding of customer needs and how to resolve issues effectively during the interview.
✨Showcase Your Communication Skills
Prepare examples that highlight your ability to communicate clearly and empathetically, especially in sensitive situations. Practice articulating these scenarios so you can convey your experience confidently.
✨Understand Regulatory Frameworks
Brush up on FCA principles, Consumer Duty, and DISP regulations. Being knowledgeable about these frameworks will show that you are serious about compliance and can handle complaints appropriately.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've turned a challenging situation into a positive outcome. Be ready to discuss your thought process and the steps you took to resolve the issue, showcasing your proactive approach.
