Key Responsibilities
Lead the delivery of effective Complaint and Dispute handling for Shawbrook Bank across all Products and Services, including liaison with the Financial Services Ombudsman (FoS). Lead Team Leaders and colleagues in delivering good quality and fair outcomes that demonstrate our Customer Principles and meet regulatory standards. Ensure effective case resolution for both core complaints and remediation activities that manage operational and conduct risk in line with DISP. Manage the complaint relationship with third-party partners to ensure effective delivery of complaint resolution and FoS escalations. Ensure the complaints and dispute operation is effective and efficient through regular benchmarking across the industry to meet regulatory requirements and align the experience with Shawbrook principles. As part of the Customer Resolution management team, ensure the team evolves and remains fit for purpose as complaint and dispute drivers and demands evolve over time. Understand and act upon key insights from the resolution of complaints to ensure the team delivers its purpose of removing the causes of complaints. Deliver key performance measures around the reduction of complaints, effective outcome delivery, and timely case resolution within risk appetite. The Person
Experience of managing complaints in a Financial Services organization. Knowledgeable in DISP and credit-related disputes. Understanding of Consumer Duty Principles in the context of Complaint and Dispute resolution. Numerate with experience of analyzing and presenting data to inform decision-making. Experience in creating updates for Senior Stakeholders. Stakeholder management expertise. Good understanding of the Shawbrook business and service delivery. Good understanding of 1st line risk management in the delivery of a Bank-wide policy. The Opportunity
Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility, and certainty we deliver. We are a purpose-led organization, focusing on delivering long-term sustainable value for all our stakeholders. We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate, and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice, and consistently great value to smart savers. The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech, and data capabilities. This combination allows us to deliver excellent customer experiences efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas, and believe anything is possible, you’re our kind of person. Why Work With Us
Want to be part of a bank built for the dynamics of the modern world. Relish a challenge and enjoy a fast-paced, innovative, and hardworking culture. Enjoy finding new and better ways to solve complexity and make things happen. Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups. Care about society and the environment and want to be part of a business that cares too. Want to continue to grow professionally and be the best version of yourself. Reward
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include: Market-leading family-friendly policies from Day 1 of your employment. Free access to Headspace, a mindfulness & meditation digital health app. Free access to Peppy digital health app that offers personalized support through fertility treatment, becoming a parent, or menopause. EAP (Employee Assistance Programme) offering support on a wide range of subjects including financial concerns, mental wellbeing, and more general queries around family, work, housing, and health. Cycle to work scheme. Discounts on gym membership. Contributory pension scheme & death in service. Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time. Minimum of 27 days holiday per year. Option to buy or sell holiday days through our flexi-holiday scheme. Discounts on gym membership nationwide. Access to discounts on a range of high street and online brands. Community support and charitable giving. Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals. Participation in our annual discretionary bonus scheme designed to reward your contribution to our success. Proudly Shawbrook recognition scheme focused on recognizing our role models and thanking our colleagues for a job well done.
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Lead the delivery of effective Complaint and Dispute handling for Shawbrook Bank across all Products and Services, including liaison with the Financial Services Ombudsman (FoS). Lead Team Leaders and colleagues in delivering good quality and fair outcomes that demonstrate our Customer Principles and meet regulatory standards. Ensure effective case resolution for both core complaints and remediation activities that manage operational and conduct risk in line with DISP. Manage the complaint relationship with third-party partners to ensure effective delivery of complaint resolution and FoS escalations. Ensure the complaints and dispute operation is effective and efficient through regular benchmarking across the industry to meet regulatory requirements and align the experience with Shawbrook principles. As part of the Customer Resolution management team, ensure the team evolves and remains fit for purpose as complaint and dispute drivers and demands evolve over time. Understand and act upon key insights from the resolution of complaints to ensure the team delivers its purpose of removing the causes of complaints. Deliver key performance measures around the reduction of complaints, effective outcome delivery, and timely case resolution within risk appetite. The Person
Experience of managing complaints in a Financial Services organization. Knowledgeable in DISP and credit-related disputes. Understanding of Consumer Duty Principles in the context of Complaint and Dispute resolution. Numerate with experience of analyzing and presenting data to inform decision-making. Experience in creating updates for Senior Stakeholders. Stakeholder management expertise. Good understanding of the Shawbrook business and service delivery. Good understanding of 1st line risk management in the delivery of a Bank-wide policy. The Opportunity
Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility, and certainty we deliver. We are a purpose-led organization, focusing on delivering long-term sustainable value for all our stakeholders. We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate, and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice, and consistently great value to smart savers. The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech, and data capabilities. This combination allows us to deliver excellent customer experiences efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas, and believe anything is possible, you’re our kind of person. Why Work With Us
Want to be part of a bank built for the dynamics of the modern world. Relish a challenge and enjoy a fast-paced, innovative, and hardworking culture. Enjoy finding new and better ways to solve complexity and make things happen. Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups. Care about society and the environment and want to be part of a business that cares too. Want to continue to grow professionally and be the best version of yourself. Reward
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include: Market-leading family-friendly policies from Day 1 of your employment. Free access to Headspace, a mindfulness & meditation digital health app. Free access to Peppy digital health app that offers personalized support through fertility treatment, becoming a parent, or menopause. EAP (Employee Assistance Programme) offering support on a wide range of subjects including financial concerns, mental wellbeing, and more general queries around family, work, housing, and health. Cycle to work scheme. Discounts on gym membership. Contributory pension scheme & death in service. Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time. Minimum of 27 days holiday per year. Option to buy or sell holiday days through our flexi-holiday scheme. Discounts on gym membership nationwide. Access to discounts on a range of high street and online brands. Community support and charitable giving. Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals. Participation in our annual discretionary bonus scheme designed to reward your contribution to our success. Proudly Shawbrook recognition scheme focused on recognizing our role models and thanking our colleagues for a job well done.
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