Customer Resolutions – Senior Consultant

at  Skipton Building Society

Hours:
Fixed term (12 months) or 12 month secondment.
35 hours per week - Monday to Friday - 9am to 5pm
Hybrid working from Skipton Head Office
Salary:
£36,000 Per Annum
Closing Date:
Wed, 3 Jul 2024
Customer Relations Senior Consultant:
Salary : Up to £36,000 base salary (dependant on experience and qualifications)
Hybrid working from Skipton Head Office (North Yorkshire)
12 month FTC
If you are passionate about delivering good outcomes for our customers; taking the opportunity, when things have gone wrong, to restore confidence and trust; and have strong analytical skills to identify themes and trends from data to allow you to work alongside leaders to determine actions to address these, then this role may be for you!
Who Are We?
Not just another building society. Not just another job.
We’re the fourth biggest building society in the UK and what makes us a bit different is that we’re a mutual organisation. We don’t have shareholders; we’re owned by our members.
Our colleagues say Skipton’s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we’ll help you take the next step towards a better future.
You will be joining the Customer Resolutions team, which is responsible for the delivery of good, timely customer outcomes relating to the resolution of Mortgage, Savings and Financial Advice complaints. Your role will be to resolve the more complex complaints, including those with potentially significant wider themes, and those received by members of the Executive team and Senior Leaders. You will also be responsible for completing the detailed analysis of complaints, including root cause analysis, and the production of complaints reporting.
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

• Investigating and responding to complaints and queries received directly by the Executive Committee; the Board; or Senior Leaders; and more complex customer complaints, including “super” complaints and those with potentially significant and wider implication.
• Responsible for the delivery of detailed and effective analysis of the root cause for all complaints received (including those handled outside of the Customer Resolutions team). From this analysis, identifying themes and trends and working with stakeholders, alongside the Senior Manager – Customer Resolutions, to ensure that corrective actions are identified, there is clear ownership of these actions within the relevant business areas, they are tracked and their effectiveness is assessed by ongoing MI analysis.
• Ensuring adherence to FCA regulation relating to complaints handling, including but not limited to, DISP, Consumer Duty and Vulnerable Customer guidance. This will be delivered through the quality of your complaint responses and through your complaints analysis and reporting.
• Ensuring the effectiveness and continuous improving of data and reporting systems and working alongside the Senior Manager – Customer Resolutions to deliver improvements where required.
• Responsible for the delivery of good and accurate complaints reporting, including reporting to the Board; Exco and formal committees including the Complaints forum pack and minutes.
• Support the Senior Manager – Customer Resolutions with the accurate and timely reporting of FCA complaints returns.

What Do We Need From You?

• Passion for delivering good customer outcomes.
• Strong interpersonal skills, including conflict resolution with experience of stakeholder engagement at a Senior Leader level.
• Good analytical skills. Ability to analyse multiple sources of information, interpret the data and apply and communicate findings.
• Strong decision making, including in subjective areas.
• Ability to write effective communications.
• Good knowledge of complaints handing in financial services, including at least two of the following products: Mortgages, Savings and Financial Advice.

• Investigating and responding to complaints and queries received directly by the Executive Committee; the Board; or Senior Leaders; and more complex customer complaints, including “super” complaints and those with potentially significant and wider implication.
• Responsible for the delivery of detailed and effective analysis of the root cause for all complaints received (including those handled outside of the Customer Resolutions team). From this analysis, identifying themes and trends and working with stakeholders, alongside the Senior Manager – Customer Resolutions, to ensure that corrective actions are identified, there is clear ownership of these actions within the relevant business areas, they are tracked and their effectiveness is assessed by ongoing MI analysis.
• Ensuring adherence to FCA regulation relating to complaints handling, including but not limited to, DISP, Consumer Duty and Vulnerable Customer guidance. This will be delivered through the quality of your complaint responses and through your complaints analysis and reporting.
• Ensuring the effectiveness and continuous improving of data and reporting systems and working alongside the Senior Manager – Customer Resolutions to deliver improvements where required.
• Responsible for the delivery of good and accurate complaints reporting, including reporting to the Board; Exco and formal committees including the Complaints forum pack and minutes.
• Support the Senior Manager – Customer Resolutions with the accurate and timely reporting of FCA complaints returns