Complaints Handler - Keighley, United Kingdom - Ecology Building Society

Ecology Building Society

Verified Company

Keighley, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Handler ( Fixed Term 12-months)
Our impact isn't just about profit. It's about the change we make to the environment and communities in the UK. We create exciting new products that empower our members to be a part of this change. So far this year we've partnered with leading modular manufactures to launch a new mortgage.

This is a UK first in the mortgage market and will help our members to create their own energy-efficient off-site build.

Last year we launched our 2030 strategy. This ambitious approach sets us up to succeed and thrive in the future. It guides us in being a purpose-led business whilst being aware of the growing tide of greenwash. You can read more about this on our website here.

We have an unrelenting focus on impact, but we're dedicated to providing the best service to our members. To help us do this we need the best team in place. Will you help us on this journey.

What impact can I make?

We are looking for an experienced
Complaints Handler to work across our operations teams, responsible for the end-to-end handling and resolution of complaints to ensure our Members receive a fair outcome.

The role holder will identify trends and root causes and provide input into the operational teams to improve overall Member experience.

In this role you will be Interacting with Members in an engaging way that demonstrates curiosity whilst withholding judgement. You will be Liaising with operational teams to feedback on service failures and to identify improvement opportunities.

We're small enough that you will be fully immersed in all aspects of the operational teams giving you the opportunity to build on your previous experience.

What's great is the opportunity you will have to be involved with processes, people, and our Members.

That's the big picture - we'd love to hear from you if you have the desire to join a small ambitious team with an energy and rewarding sense of achievement.

What we ask from you is that you can bring the following skills and experience:

working in a Bank or Building Society with proven customer service skills.
Have a working understanding of Financial Conduct Authority (FCA) complaint handling rules.
Excellent communication skills, both verbally and written, to deliver positive impactful communication needed to gather information, and provide proactive updates.
Fantastic listening skills to ensure you quickly get to the core of our Members' dissatisfaction.
Exceptional planning and organisational skills with a great attention to detail.

Then join us in working to the best of your ability and with a good heart.

Joining our success

At Ecology we don't have shareholders, we have members and a clear vision for a fair society that respects the environment.

We care about both people and planet and that includes our colleagues.

So here, you'll be respected for who you are, you'll be able to bring your whole self to work, and you'll have everything you need to build a long and rewarding career.

Fairness We're committed to paying our people fairly for the role they undertake and are an accredited Living Wage employer

Hybrid working Our colleagues enjoy the benefits of working from home and collaborating in our newly refurbished eco-office so on average we're currently working 2 days in the office and 3 days from home, depending upon both colleague preference, team and Member needs.

Develop and grow The success of the Society is enabled by our successful people and we'll support your development and growth in your role and your career.

We are committed to promoting a diverse and inclusive community, where you can belong and succeed as your whole self.

We value diversity, in terms of gender, race, age, faith, disability, sexual orientation but also personality and thinking style; the uniqueness you'll bring to us we see as a real source of strength.

About our benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:

Holiday. You'll get 25 days plus Bank Holidays, after a qualifying period you'll be able to purchase up to an additional 5 days leave

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Pension. We know how important it is to save towards your future, that's why we'll contribute 8% into your pension.
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Performance Related Pay. After a qualifying period you'll be included in our performance related pay scheme.
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Wellbeing. Positive health and wellbeing enables you to thrive as an individual. When you join us you'll have access to our Employee Assistance Programme with a range of health benefits and support to suit your lifestyle.
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Life Insurance. When you join us we will provide death-in-service life insurance of 4 x your basic salary.
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Go Green. Colleagues have the opportunity through salary exchange to participate in our cycle to work scheme and/or our Electric Vehicle scheme - which includes free onsite EV charging.
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Community days We encourage