Full time and permanent role
Hybrid working from Skipton Head Office
35 hours per week – 9am – 5pm


£62,800 Per Annum

Closing Date:

Wed, 3 Jul 2024

Customer Relations / Complaints Resolution Senior Manager:
Salary : Up to £62,800 base salary (dependant on experience and qualifications) 
Hybrid working from Skipton Head Office (North Yorkshire)

If you are passionate about delivering good outcomes for our customers; taking the opportunity, when things have gone wrong, to restore confidence and trust; working alongside senior leaders to drive continuous improvements and leading an engaged, customer centric team, 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 leading the Customer Resolutions team, responsible for the delivery of good, timely customer outcomes relating to the resolution of Mortgage, Savings and Financial Advice complaints.  The team also perform detailed analysis of complaints data, to provide intelligence to leaders to support them in addressing the root causes of complaints and wider issues.  The team is circa 25 colleagues and includes 2 team leaders; a Quality Coach; and Consultants (including a Senior).  This is a newly established role and an exciting opportunity to lead a professional team that identifies and influences positive changes on behalf of our customers. 

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?

  • You will beresponsible for the delivery of good, timely customer outcomes for complaints escalated to the Customer Resolutions team for Mortgages, Savings and Financial Advice. This also includes complex complaints, with significant and wider implications, and those investigated on behalf of the Board and Executive Committee. 

  • Leading an empowered, high performing, engaged team. 

  • Providing effective complaints analysis and reporting to Senior Leaders; Committees; Exco; the Board and the Complaints forum.  Being the Customer Champion, identifying areas for improvement and change. 

  • Be an expert on FCA regulation relating to complaints handling, including but not limited to, DISP, Consumer Duty and Vulnerable Customer guidance.  Ensuring this regulation is embedded in the Customer Resolutions team and Complaint handling processes, policies, reporting, training and first line assurance activities.  

  • Ensure the complaint systems and reporting are effective, accurate and subject to continuous improvement to meet the needs of the Customer Outcomes function and stakeholders.

What Do We Need From You?

  • Passion for customer and colleague engagement and delivering good customer outcomes and cultural change.  With experience in having worked in a Leadership role in a Financial Services Complaints team; Operational team with oversight of complaint handing; or assurance area which provides assurance over these areas.

  • Strong interpersonal skills, including conflict resolution, with experience of stakeholder engagement at a Senior level.

  • Ability to analyse multiple sources of information, interpret the data and apply and communicate findings.

  • Decision making, including in subjective areas.

  • Strong influencing skills.

  • Strongorganisational skills, with previous experience of driving improvements in quality and performance. 

  • Able to achieve deadlines when working on multiple priorities.

  • Ability to write clear and effective communications.

  • Strategic thinking and implementation.

  • Good knowledge of complaints handing in financial services, including at least two of the following product areas: Mortgages, Savings and Financial Advice.  It would be desirable, although not essential, if you hold relevant qualifications relating to Mortgages (Cemap) and Financial Advice (CII Diploma). 

£62800 plus benefits

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