The opportunity

Castle Trust Bank is seeking a talented Complaints Handler to join our team. We are a fintech challenger bank offering property mortgages, retail finance lending, and savings accounts to diverse customers.

In this role, you will be responsible for reporting, investigating, and resolving complaints across our Savings, Retail Finance, and Property divisions. You will serve as a subject matter expert in complaints handling, advising the business on appropriate approaches, balancing customer interests with business needs, and ensuring compliance with Consumer Duty principles to achieve positive outcomes.

The complaints landscape within our divisions is diverse, involving various customers and products. Your responsibilities will include thorough investigations, analysis, bespoke responses, liaising with the Financial Ombudsman Service (FOS), conducting trend and root cause analysis, and providing comprehensive reports to the business.

This position is based in our Basingstoke office, full-time, Monday to Friday, 09:00 - 17:30. Hybrid working is available after successful completion of probation.

What we are looking for in you

Applicants should have proven experience in Complaints Handling within an FCA regulated environment, with a good understanding of DISP, CONC, and MCOBS rules. Skills in end-to-end case management, stakeholder management, and influencing at various levels are essential. Strong analytical and presentation skills are required to excel in this role. Additionally, excellent written and verbal communication skills are vital for delivering customer service and handling complaints professionally.

What’s in it for you

We offer a competitive salary of up to £32,000 per annum, an annual performance bonus, a contributory pension scheme, life assurance, 25 days of annual leave plus bank holidays, with options to buy or sell additional days. We also provide a paid day off for volunteering.

Our wellbeing initiatives include healthcare benefits, access to TELUS Health EAP, free eye tests, discounted gym memberships, and season ticket travel loans where applicable.

Interested? We would love to discuss this opportunity further and tell you more about working at Castle Trust Bank, The Place To Work!

Castle Trust Bank is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all backgrounds and do not discriminate on any protected characteristics. We are proud to be a Disability Confident employer. If you require reasonable adjustments during the application process, please contact talent@castletrust.co.uk.