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7 months ago
Skipton Building Society
Salary: Dependent on Experience
Location: Skipton
Job type: Permanent
Sector: B2C
Category: Marketing Manager
Main Responsibilities

• Responsible for the development, implementation and sustaining processes and procedures for customer complaints ensuring they receive the right outcome and we deliver on our regulatory requirements.

• Inspire and engage your team and others through role modelling our values of behaviours and influencing change and challenging examples of unacceptable behaviour

• Investigate, implement and maintain best practices when helping customers that have expressed dissatisfaction of the Society

• Create, maintain and enhance working relationships with key contacts.

• Delver first time right outcomes for customers

• Identify and influence change through root cause analysis and be a thought leader in changing customer experiences through customer insight

• Provide accurate and update information on processes, quality and customer outcomes

• Influence a culture of continuous improvement in relation to processes and systems, with an emphasis upon business service levels, productivity, efficiency optimisation, customer service focus and the long-term benefits for the Society.

• Managing costs inline with agreed budgets

• Ensure that your Team leaders and teams have a clear plan, commitment and ownership of targets, KBP’s indicators and measures.

Responsible for the timely and accurate submissions of:

• Monthly complaints analysis

• FCA six monthly complaints report

• Complaint Forum analysis, reports and minutes

• Ensure that your teams are effectively structured, resourced and that there is a clear allocation of responsibilities and reporting lines which optimises the delivery of customer services.

• Develop the succession planning to support any potential growth and also mitigate any potential risks associated with turnover; ensuring that personal development plans take account of medium term career advancement.

• Support customer facing teams and help them and increase their aware of the regulatory requirements of complaint handling and support training and development of this skill

• Ensure that you understand and demonstrates the key Conduct Risk principles and that this is at the forefront of everything you do

• Pro-actively take ownership of own development needs.

Ideal Candidate


• Ability to negotiate with Senior Management by utilising extensive knowledge, (both business and technical subject area).

• A proven ability to develop and maintain effective working relationships both internally and externally in order to support the achievement of working objectives

• A proven ability to implement process improvement initiatives, through use of established methodologies

• A proven ability to effectively communicate both verbal and written to direct/influence and persuade others at all management levels.


An up to date knowledge and understanding of the Financial Services industry, in particular FCA Principles Based Regulations and the Financial Ombudsman Service; and how these impact the area of responsibility. This assumes a wider knowledge base than just understanding the impact of financial services regulation on the area


• Experience of regularly managing situations where the interpretation and communication of highly complex and/or sensitive information is required.

• Experience of contributing in the strategic planning for complaint handling and the wider impact of external challenge to our business approach

• Proven work experience to evidence extensive and in-depth knowledge base of complaints investigation and root cause analysis used to; provide solutions, guide and direct others be responsible for policies/procedures and processes

• Experience of contributing in the strategic planning for complaint handling and the wider impact of external challenge to our business approach

About the Society

At Skipton Building Society we are not just another Financial Services Institution we are a mutual organisation, which means we are owned by our members and believe in placing them at the heart of everything we do.

The same goes for our people. We can only be successful as a business if we have great people and we believe in treating people as individuals. Our values are Trust, Ownership and One Team which reflect the attitudes and way of working everyone here displays on a daily basis, and which are key to the delivery of the outstanding level of personal service we offer our customers.

We’re committed to creating a diverse and inclusive workplace where every colleague has an opportunity to fulfil their career potential. We respect and appreciate the value that our colleagues’ unique differences can bring and offer consideration for anyone seeking a more flexible work-life balance. If you have a need for flexibility then please let us know.

Package Description

In return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:

* Group Personal Pension Plan

* Life Cover

* 25 days’ holiday, plus one day for each year you’re with us, up to a maximum of 30 days (pro rata when working on a reduced hours basis)

* SBS offer a range of preferential employee savings & insurance products

* Paid course fees to study for a professional qualification (where relevant to the role)

* Childcare vouchers

* Head Office onsite shop and internet cafe

* An opportunity to join Simply Health Cash Plan – offering twenty annual benefits including dental care, optical care and physiotherapy

* Option to donate to charity direct through Payroll Giving

* Online employee benefits scheme offering discounts with hundreds of high street and online retailers

* Eye Tests

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