Executive Communications Complex Complaints Investigator | S2 | Customer Facing- Customer S&S: Remote | Milton Keynes | Internal Mobility

Executive Communications Complex Complaints Investigator | S2 | Customer Facing- Customer S&S: Remote | Milton Keynes | Internal Mobility

Country: United Kingdom

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a robust risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

Santander Media and Executive team is looking for an Complex Complaints Investigator based out of Milton Keynes Unity Place. FTC – 12 Months.

The Executive Communications Team manages complaints relating to non-regulated products such as Bank Accounts, Savings, UPL’s, Business Banking and Credit Cards from customers who have directly contacted our CEO, Executive Directors, their MP, a Journalist, the FCA or the ICO. This can be either in writing, email or over the phone.

As a Complaints Manager you will provide excellent and efficient customer service by personally managing your customer’s concerns and being their sole point of contact with the bank. You will liaise with other business areas and senior stakeholders to conduct a thorough investigation into the customers journey and review if or where our processes or policies fell down, in order to reach the right outcome to their complaint.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Keeping yourself, your customers and the bank safe
• Taking personal responsibility to identify, assess, manage and report risks
• Doing the right thing for your customer and follow the risk and controls framework and policies, escalating where your customer needs support (e.g. Mandatory Training, T&C, ID&V, Complaint Handling, etc)-
• Empowering to Speak Up and challenge and to do the right thing
• Adhering to Santander UK Code of Conduct-Understand regulatory requirements and act accordingly
• Taking personal responsibility to manage all complaints within regulatory timeframes, where possible
• Supporting line manager by raising appropriate potential conduct, compliance and reputational risk, highlighting any potential policy/approach issues-100% completion of mandatory training
  

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us greater as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Proven experience in customer service and providing expert information on a wide product range (Required)
• Proven track record in building relationships and supporting the financial needs of our customers (Required)

Education

• No specified education requirement.

Languages

• English (Required)

Hard Skills

• Understanding of Banking products (Required)
• AML/KYC/KYB awareness (Required)
• Familiar with CRM tools (e.g., Salesforce) (Preferred)

Soft Skills

• Relationship building (Required)
• Communication & influencing (Required)
• Collaboration across teams (Required)
• Problem-solving under pressure (Required)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.

Salary Range:

£31,490.00 - £47,234.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.

We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles).

When applying, please consider the travel distance, time and cost to your chosen office location(s).

IMPORTANT INFORMATION FOR INTERNAL APPLICANTS:

SECONDMENT OR FTC ROLES:

• If you are currently employed by Santander UK plc on TSB Legacy terms and choose to apply for this Santander fixed term vacancy, please be aware that, if successful, you will move onto full Santander terms and conditions of employment and will no longer be part of the TSB Legacy population with effect from the start date of your new role. Please also note that if the role you accept is a secondment role, this change will also apply to your substantive/home role (i.e. the role to which you would normally return at the end of your secondment): you will no longer be TSB Legacy for either your secondment role or your substantive/home role with effect from the start date of the secondment role. If you have any questions about what this means, you should raise them during the application process or log a ticket with Ask HR.

• If you are currently employed by TSB and the role you accept is a secondment role (rather than a fixed term contract), this will not impact the terms and conditions of your substantive/home role (and you will remain employed by TSB on your current terms and conditions until your employment transfers to Santander under TUPE).

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

For further Guidance please visit Internal Mobility - Candidate Guidance.

If you want to know more about the opportunity:

Please contact Tash Moxon-Booth - natasha.moxon-booth@santander.co.uk

#LI-DNI