Job Description

Location: Leicester with hybrid working Salary: 30,000-34,000 pro-rata

We are looking for someone to join our 1st Line risk team on a 6 month Fixed Term Contract. The position supports the Head of 1st Line Risk, specifically around the management of complaints and performance of quality assurance activities.


This role plays a key part in ensuring CCBs compliance with the FCAs Handbook on Dispute Management (DISP) and assessment of customer outcomes under Consumer Duty and Treating Customers Fairly:


Ownership of complaint recording, production of MI and completion of external reporting. Support front line teams across the Bank to ensure timely and compliant complaint management that ensures good customer outcomes where complaints are fully investigated, managed and solutions identified. Completion of agreed Quality Assurance work including call listening, feedback, and action planning. Production of key management information for submission to the banks Governance Committees.

About you

For this role you will need the following skills and experience:


Excellent knowledge of complaints regulation including Dispute Resolution (DISP) and Financial Ombudsman Guidance (FOS). An understanding of Conduct Risk, Consumer Duty, and Treating Customers Fairly principles. High competence in all types of communication, including both verbal and written High levels of accuracy and attention to detail. Experience and technical knowledge of operational processes and customer service practice to allow for business and quality assurance activity. Good time management and organisational skills. Ability to work autonomously, managing your own workload and setting priorities. Computer literate including proficient using Microsoft Outlook, Word, Excel & PowerPoint

What we offer

10% employer pension contributions Bonus Scheme 30 days holiday plus Bank Holidays Sell Holiday scheme Hybrid working policy as standard and other flexible working options welcomed Private Medical Insurance including optical and dental cover from day one Life Cover at 4x salary from day one Income Protection cover Salary Sacrifice Cycle to Work Scheme Salary Sacrifice Electric Car Scheme Interest-free personal loans for various purposes Perkbox membership (discounts on shopping, restaurants, cinema, and lots more) Enhanced Maternity and Paternity Pay policies Various learning and development opportunities available Free tea, coffee and milk Christmas and summer parties A Colleague Forum, a Green Environmental Action Team, Charities Committee and numerous opportunities to give back to the community, and more ...

Diversity and Inclusion

Our aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. We are committed to equal treatment of all colleagues and potential colleagues, including those with criminal records. If you are successful in your application for employment, we will carry out pre-employment screening including use of the Disclosure and Barring Service (DBS).


For a full job description, please email recruitment@ccbank.co.uk


Thank you.