Grow with UTB

This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.

Role Purpose: 

The primary responsibility is to manage and improve the handling of complaints to ensure fair and timely outcomes within a regulated environment. This includes effective handling of customer complaints, investigation and resolution responses. You will also be responsible for the complaints trend analysis, process improvement recommendations and complaints reporting, linking in with the customer experience team and wider mortgage operations team.

Responsibilities: 

• Manage and oversee the effective handling of customer complaints to include drafting and /or approving responses within established timelines
• Proactively resolve issues to address customer dissatisfaction and ensure a fair outcome
• Conduct thorough root cause analysis to identify and address underlying problems contributing to customer concerns and recommend improvements to the customer experience, processes and procedures
• Provide regular reporting on complaints service, MI and complaint handling appetite
• Ensure prompt and effective reporting of incidents where the complaints policy has been breached
• Work collaboratively with all teams in providing feedback on trend analysis and to embed a customer focus culture within the department
• Ad hoc work as required but the Head of Department

Skills and Experience sought:

• Knowledge of FCA Handbook – MCOB and DISP
• Knowledge of Financial Ombudsman Service standards
• Knowledge of FCA policies and laws referring to Consumer Duty, Treating Customer Fair and Vulnerable Customers
• Data analysis
• Software knowledge: – Microsoft Office, Word, Excel, Outlook, PowerPoint
• Excellent judgement and decision-making skills to deal with complex customer needs
• Excellent communication skills, both written and verbal.
• Strong attention to detail
• Customer focused
• Highly organised with the ability to “self-start” and lead from the front
• Highly numerate and IT literate
• Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization

UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

• competitive salary and discretionary bonus scheme
• matched pension contributions up to 7%
• 26 days annual leave plus two wellbeing days and opportunity to purchase additional holiday
• flexible and hybrid working
• private medical insurance via Vitality
• life, income protection and critical illness insurance
• enhanced family leave pay
• extensive learning and personal development opportunities
• electric car scheme and cycle to work scheme
• season ticket loan
• wellbeing support – discounted gym membership, employee assistance programme, 24/7 private GP access for staff and their immediate family (online), 1:1 key life stage coaching

Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

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