Complaints Team Leader
“Turn feedback into insight. Lead with fairness. Deliver better customer outcomes.”
At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.
This role is based in Basingstoke 5 days a week
The role and what you’ll lead and deliver:
We are looking for an experienced and driven Complaints Team Leader to lead our complaint’s function and ensure the delivery of a fair, compliant and customer-focused service.
This is a key first-line leadership role, responsible for ensuring compliance with DISP and Consumer Duty requirements while using complaints insight to shape better customer outcomes, strengthen processes and improve controls across the Bank.
Blending operational leadership, governance oversight and data-led insight, you will play a crucial role in enhancing how we listen to and learn from customer feedback
Leadership & Team Management
Complaints Oversight & Compliance
Data, Insight & Continuous Improvement
Governance & Stakeholder Engagement
What you’ll bring:
Essential
Desirable
As well as the above, it is essential you have the following knowledge and behaviours:
Why join Castle Trust Bank?
Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank - The Place To Work!
Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.
We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk
Traditional financial service providers are often burdened with costly overheads including expensive branch networks, inflexible technology and huge armies of people. At Castle Trust Bank, we keep our overheads to a minimum and we use savings proceeds to fund our lending solutions.
In the past, we offered investment products to our customers which proved very popular. As a bank, we now offer savings accounts, giving our customers the added benefit of FSCS protection for their deposits. Our history means that we have a strong understanding of what our customers need and have built our savings range with those customers and their needs front of mind.
In a complex world, we strive for openness and clarity. We place the highest importance on treating our customers fairly not just because it's the right thing to do but because we know that the trust of our customers is crucial to our future success.
We recognise that for many mortgage customers, traditional solutions don't cut the mustard. These customers can often have high quality assets but unconventional income and so find it difficult to borrow at reasonable rates and on sensible terms.
What experienced buy to let investors need is lending with imagination. They need a lender that recognises cash flow and net worth are not the same thing. They need a lender that is flexible in their approach and makes considered, logical decisions. Castle Trust Bank is that lender.
We also offer point of sale finance through our Omni Capital Retail Finance arm. Partnering with retailers nationwide, we support their business by offering finance plans to their customers. OmniPort technology gives retailers paperless credit approval which fits seamlessly with their sales processes and customers can use our dedicated customer portal to keep up to date with their loans.
