Executive Communications Complaints Investigator | S2 | Compliance

Country: United Kingdom

Interested in part-time, job-share or flexible working? We want to talk to you!

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The Executive Communications Team manages complaints relating to non-regulated products such as Bank Accounts, Savings, Upper Payment Limit (UPL), Business Banking  and Credit Cards from customers who have directly contacted our CEO, Executive Directors, a Journalist, or the Financial Conduct Authority (FCA). This can be either in writing, email or over the phone.

You will provide excellent and efficient customer service by personally managing your customer’s concerns and being their sole point of contact with the bank. You will liaise with other business areas and senior stakeholders to conduct a thorough investigation into the customers journey and review if or where our processes or policies fell down, in order to reach the right outcome to their complaint.

The difference you’ll make:

• Keeping yourself, your customers and the bank safe by taking personal responsibility to identify, assess, manage and report risks

• Doing the right thing for your customer and follow the risk and controls framework and policies, escalating where your customer needs support (like Mandatory Training, Terms & Conditions, Identification and Verification, Complaint Handling, etc)

• Empowering to Speak Up and challenge and to do the right thing

• Adhering to Santander UK Code of Conduct-Understand regulatory requirements and act accordingly

• Taking personal responsibility to manage all complaints within regulatory timeframes, where possible

• Supporting line manager by raising appropriate potential conduct, compliance and reputational risk, highlighting any potential policy/approach issues-100% completion of mandatory training

What you’ll bring:

• Proven experience in customer service and providing expert information on a wide product range

• Proven track record in building relationships and supporting the financial needs of our customers

It would also be nice for you to have:

• Experience of managing risk within Retail Banking and the process for identifying, mitigating and acting in relation to risk

• Good understanding of the regulation that impacts the Financial Services industry in meeting Customer needs

• Excellent relationship management and communication skills

• Highly competent in generating natural conversations, asking engaging questions and listening effectively

What else you need to know:

This is a fixed term contract role ending on 28/May/2025 and is based in Milton Keynes.

We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).

If you apply for this role in this location, it’s important you consider your travelling distance, time and cost from your home to the office location.

We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.

If you’re interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these.

Inclusion:

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed.  We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you.

As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs. Your salary, bonus (where eligible) and certain benefits will be prorated to reflect your contract duration.

• £500 annual cash allowance to spend on our great range of benefits.

• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.

• 27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, with the option to purchase up to 5 contractual days per year.

• Free access to a range of digital health services, including GP. 

• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.

• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.

• Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, and health assessments. 

• Share in Santander’s success by saving or investing in our share plans.

• Support your favourite causes through charitable giving and our community partnerships.

• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.

Learn more about our benefits and family friendly policies

What to do next:

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at [email protected] or call 0870 414 9080.