Job Description

The Vacancy

We want to make a positive difference to the lives of our customers, communities and our people. That means doing the right thing - listening with empathy, resolving issues fairly, and using customer feedback to improve how we work.


We're looking for a Complaint Investigator to join our team - someone who enjoys getting to the heart of an issue, can resolve complaints quickly and fairly, and wants to contribute to positive changes across the business.

The Role

You'll resolve complaints across a range of issues and make sure customers feel heard, supported, and treated fairly. You'll act as a point of contact for colleagues across the business, offering guidance and support to help them resolve complaints confidently and effectively at the first point of contact wherever possible You'll follow our complaint handling procedure and FCA DISP guidance to ensure responses are timely, well-reasoned and, where needed, evaluate and arrange redress that reflects the individual impact on the customer and supports fair, balanced outcomes. You'll engage with other teams to understand what went wrong, contribute to trend analysis, and play an active role in how we identify root causes and improve customer experience. Your attention to detail will support accurate records, daily task completion and MI input. You'll liaise with the Financial Ombudsman Service to gather insight and support fair outcomes.

About You

You're passionate about customer experience and confident speaking with customers, especially when things have gone wrong, and can explain outcomes clearly and empathetically. You understand the importance of fair decision making and regulatory timeframes You're comfortable handing complex or emotive cases, a strong writer and able to produce letters and documents that are well structured, accurate and appropriate to each case. You're organised, detail aware, and able to maintain a strong audit trail. You enjoy digging into the detail to understand what happened and why. You'll be comfortable working in a fast paced environment, able to manage competing priorities, meet deadlines and adapt quickly as new information or urgent cases arise. You're comfortable with risk - recognising control weaknesses, contributing to root cause analysis and sharing insights to help us improve. You can build relationships with stakeholders across the business and communicate effectively at all levels.

Interested?

Closing date for applications is

03 June 2025

.


This vacancy may close early if enough applications are received.

The Company

We're here to create a banking experience that's kinder to people and planet.


Unlike banks, we don't have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.

The Benefits

Competitive Salary

We will offer you a competitive basic salary for your role, which is reviewed every year.

Learning & Development

We want you to grow in your role. We'll work together to support your personal and professional development.

Holidays

Flexibility to buy and sell up to two holiday days per year, plus extra holiday after 5 years.

Family Friendly

We pay competitive maternity, paternity and adoption leave.

Flexible Working

We can provide the tools and equipment you need to be able to work flexibly or from home when you need to, depending on your role.

Pension Scheme

If you're eligible, we'll enroll you into our competitive company pension scheme.

Health & Wellbeing

We have a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.

Community Day

We offer our people an extra paid day off every year to help out local charities and community organisations.

Social

We hold regular social events, from annual staples like our Christmas party and quiz, to smaller get-togethers such as walks and shopping trips.