Heard of us?
We're a nimble and ambitious financial services specialist. Backing people to fulfil life's hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.
Now is your chance...
The complaints team is responsible for collating, investigating and responding to customer complaints across Aldermore Bank, covering Asset Finance, Invoice Finance, Residential & Commercial Mortgages and SME Savings Business Lines.
The role of Complaint Handler is really important to us. You will manage, monitor and respond to customer complaints in a timely and accurate manner ensuring that all complaints are handled within the FCA regulatory requirements and that the customer is treated fairly at all times.
When the time is right, we would love to welcome you to our Cardiff office. In the meantime, you will be based remotely. You'll be made to feel part of your new team by your Line Manager and colleagues through regular contact and virtual interaction.
What would your day look like?
Logging all complaints received by email or telephone in the Complaint Capture tool
Monitoring and reviewing customer complaints and correspondence via the Complaints mailbox
Acknowledging complaints promptly and formally responding to them within set timeframes
Liaising with colleagues, customers, introducers, dealers and suppliers to investigate events leading to the complaint
Reviewing customer letters, documents and correspondence to gather information and understand accurately the root cause of the complaint and any evidence presented
Updating all relevant parties on the progress of a complaint through telephone calls, email and letter responses
Using own autonomy to manage workflow and follow up any additional actions required, advising customers when they can expect a final response
Drafting and sending out correspondence ensuring it is factual, clear and concise
Making fair, impartial decisions on whether to uphold or reject a complaint in line with the TCF principles
Remediating any upheld customer complaints within agreed authority limits - including redress, proposals to refund, credit and offer gestures of goodwill where appropriate
Ensuring FOS eligible customers are clear on their rights to refer following the banks final responseWorking hours: Monday - Friday, 9am-5pm (35 hours per week)
What do we expect of you?
Complaint handling experience or risk/compliance experience is essential
Financial Services experience is desirable
First class interpersonal skills, able to communicate with a wide range of people via telephone and written communication
Accuracy, thoroughness and attention to detail
Excellent organisational, communication, interpersonal and analytical skills
Ability to deal with multiple priorities and meet deadlines
Ability to challenge the status quo in order to improve operational efficiency and the customer experience
Commitment to quality and complianceWhat can you expect of us?
A friendly and flexible culture, synonymous with our proposition to our customers.
A growing organisation that defines itself as being nimble, lean and strong.
A drive for continuous improvement, which you will be empowered to get behind from day one.
A communicative, accessible and approachable ExCo.And of course, you will be compensated competitively, with a good range of core benefits and bonus potential.
Aldermore Group was formed by bringing together two very successful businesses, Aldermore Bank and MotoNovo Finance, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers across a range of products and services.
Underpinned by our strategic blueprint, "backing people to fulfil life's hopes and dreams", we thrive upon saying "yes" to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; and we open up the lending market to many.
This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose over the course of the next 3 to 5 years.
Join us today and we will make the same promises to you as an employee, as we do to each of our customers. We are committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave.
Aldermore Group is an equal opportunities employer.
We do not accept speculative agency CVs. Any CV received by Aldermore Group will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.
Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position