THE OPPORTUNITY

We have an opportunity for a talented Complaints Handler to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. We pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.
You will play an important role where you will be responsible for the reporting, investigation and resolution of complaints (with varying degrees of complexity) across our Savings, Retail Finance and Property divisions. You will be a true subject matter expert in complaints handling, advising the business on the appropriate approach to dealing with customer complaints, balancing the needs of the business with customers interests and ensuring that they are being treated fairly in line with Consumer Duty principles and that positive outcomes are reached.
The complaints landscape within our business divisions is extremely varied, dealing with a multitude of customers and different products across the bank. This role will involve thorough investigation, analysis and bespoke responses to complaints, you will also play a key role in liaising with the Financial Ombudsman Service (FOS) whilst carrying out trend and root cause analysis for each division, providing comprehensive reporting for the business.
This role will be based in our Basingstoke office and is full time, Monday to Friday 09:00 - 17:30 with hybrid working available after successful completion of the probationary period.

Please refer the Job description for details