Member Complaints Analyst
| Posting date: | 05 June 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 18 June 2025 |
| Location: | Barrow-In-Furness, Cumbria |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Furness Building Society |
| Job type: | Permanent |
| Job reference: |
Summary
Head office based with hybrid working considered
Full time - 35 Hours
Competitive Salary + Benefits
An exciting opportunity has arisen for an innovative and confident individual to join our Member Services Team, taking a lead in Society’s complaints procedures. We are driven by our values, putting the community first in everything we do. We expect our colleagues’ values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants.
We are looking for a problem solver who can not only respond to complaints but can identify the root cause and implement change to continually enhance our member experience. You'll mainly work from our head office, but we can offer flexibility to also work from home for the right candidate. You’ll also travel between our branch network when required, launching new complaint handling procedures and ensuring our colleagues are trained to best serve our members.
In this role you will:
• Be empowered to develop our complaints handling procedure, to better help our Members, ensuring good outcomes and learning from our feedback.
• Get out on the road, coaching and developing our front-line colleagues across our Branch Network and Head Office, strengthening their complaint handling skills and supporting complaints resolution at first point of contact.
• Support Members where complaints are escalated, investigating, resolving and communicating the outcome of complaints in an effective and timely manner.
• Engage with Members via various channels, supporting the wider team with Member queries during times of peak demand.
• Provide feedback to the business where opportunities to improve Member experience are identified- using data from Member feedback, horizon scanning to identify changing Member behaviours and expectations and Financial Ombudsman findings and regulatory publications to identify areas of interest.
What you will bring:
• Good knowledge of Financial Conduct Authorities Dispute Resolution requirements.
• Experience of designing and enhancing processes, preferably in a financial setting.
• Experience of handling member dissatisfaction, along with excellent communication skills.
• Experience training or coaching colleagues.
What you can expect from us:
• 27 days holidays, plus Bank Holidays, Birthday Holiday, Celebration Day, Moving House Day.
• Competitive pension with up to 10% employer contribution.
• A comprehensive benefit package.
Full time - 35 Hours
Competitive Salary + Benefits
An exciting opportunity has arisen for an innovative and confident individual to join our Member Services Team, taking a lead in Society’s complaints procedures. We are driven by our values, putting the community first in everything we do. We expect our colleagues’ values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants.
We are looking for a problem solver who can not only respond to complaints but can identify the root cause and implement change to continually enhance our member experience. You'll mainly work from our head office, but we can offer flexibility to also work from home for the right candidate. You’ll also travel between our branch network when required, launching new complaint handling procedures and ensuring our colleagues are trained to best serve our members.
In this role you will:
• Be empowered to develop our complaints handling procedure, to better help our Members, ensuring good outcomes and learning from our feedback.
• Get out on the road, coaching and developing our front-line colleagues across our Branch Network and Head Office, strengthening their complaint handling skills and supporting complaints resolution at first point of contact.
• Support Members where complaints are escalated, investigating, resolving and communicating the outcome of complaints in an effective and timely manner.
• Engage with Members via various channels, supporting the wider team with Member queries during times of peak demand.
• Provide feedback to the business where opportunities to improve Member experience are identified- using data from Member feedback, horizon scanning to identify changing Member behaviours and expectations and Financial Ombudsman findings and regulatory publications to identify areas of interest.
What you will bring:
• Good knowledge of Financial Conduct Authorities Dispute Resolution requirements.
• Experience of designing and enhancing processes, preferably in a financial setting.
• Experience of handling member dissatisfaction, along with excellent communication skills.
• Experience training or coaching colleagues.
What you can expect from us:
• 27 days holidays, plus Bank Holidays, Birthday Holiday, Celebration Day, Moving House Day.
• Competitive pension with up to 10% employer contribution.
• A comprehensive benefit package.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.