At a Glance
- Tasks: Manage complex complaints and drive improvements for fair customer outcomes.
- Company: Hampshire Trust Bank, a leader in financial services with a focus on customer satisfaction.
- Benefits: Competitive salary, hybrid work, private medical insurance, and generous annual leave.
- Other info: Join a dynamic team with opportunities for professional growth and community involvement.
- Why this job: Make a real difference in customer experiences while developing your career in a supportive environment.
- Qualifications: Experience in complaints handling and strong analytical skills required.
The predicted salary is between 45000 - 55000 £ per year.
Location: London (Hybrid - 50/50)
Hours: Monday to Friday, 9:00am-5:30pm
Reports to: Complaints Manager
Department: Service Operations - First Line Risk (Complaints)
About the Role
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.
Key Responsibilities
- 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
Who You'll Work With
You'll work 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
What We're Looking For
Qualifications & 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's passionate about fair customer outcomes, regulatory excellence and continuous improvement, we'd love to hear from you.
Senior Complaints Officer employer: Occupop
Hampshire Trust Bank is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary and a hybrid working model in the vibrant city of London. With a strong focus on regulatory compliance and customer satisfaction, employees are empowered to drive meaningful improvements while enjoying benefits such as private medical insurance, generous annual leave, and a supportive work culture that values collaboration and continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Officer
✨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 during interviews by sharing specific examples of how you've handled complex complaints. Highlight your analytical abilities and how you’ve driven improvements in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Senior Complaints Officer
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 in your application. Share examples of how you've handled 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 about your experiences and insights in complaint investigations.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. This way, we can easily track your application and ensure it reaches the right people in our team!
How to prepare for a job interview at Occupop
✨Know Your Regulations
Familiarise yourself with FCA DISP, BCOBS, and Consumer Duty regulations. Being able to discuss these in detail will show that you understand the framework within which the Senior Complaints Officer operates.
✨Showcase Your Empathy
Prepare examples that highlight your empathy and active listening skills. This role is all about delivering fair customer outcomes, so demonstrating how you've handled complex complaints with care will set you apart.
✨Data-Driven Insights
Be ready to discuss how you've used data to identify root causes of complaints in the past. Highlight any specific trends you've noticed and the improvements you've implemented as a result.
✨Team Collaboration
Think of instances where you've worked collaboratively with different teams or stakeholders. This role requires engaging with various departments, so showing that you're a team player will be crucial.
