Complaints Handler

Job introduction

When something hasn’t gone to plan for one of our members, the way we respond really matters. As a Complaint Handler, you'll take ownership of complaints from start to finish, helping unpick what has happened, understand the impact on the customer, and work out what a fair way forward looks like.

This isn't about reading from a script or ticking a complaint off a list. It's about asking the right questions, spotting what's really going on, and building a complete picture by speaking with customers, colleagues and business areas. You'll use your judgement, empathy and curiosity to investigate complaints across our savings and mortgage products, making fair, evidence-based decisions that help put things right.

Along the way, you'll spot opportunities to improve how we work, helping turn customer feedback and complaint insights into meaningful change for both our members and colleagues.

At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

What You’ll Do

We’re here to make our members’ money work harder. But it takes more than one kind of role to make that happen. Across our Money team, you’ll find people supporting savings, investments and financial advice, alongside the teams behind the scenes who keep things moving, spot what could work better, and help turn good ideas into practical change.

Your key responsibilities will include:

• Taking ownership of complaints from initial contact through to resolution, managing your own caseload within regulatory requirements and agreed timescales

• Investigating what has happened, gathering information from customers, colleagues and business areas to build a clear understanding of each case

• Identifying root causes through effective fact-finding and thorough investigation

• Providing a seamless, professional and supportive experience for customers throughout the complaints journey

• Communicating complaint outcomes clearly, accurately and sensitively, both in writing and over the phone

• Ensuring fair, evidence-based decisions are reached and resolved within regulated timeframes

• Sharing insights, feedback and root cause analysis to support service improvements, enhance customer experiences and contribute to colleague development

What You’ll Need

• Experience handling customer complaints, escalations, or complex customer issues within a regulated environment

• The ability to investigate issues independently, gathering information from customers, colleagues, systems and records to understand what happened and why

• Confidence assessing evidence, applying policy and process, and using sound judgement to reach fair, balanced decisions that deliver good customer outcomes

• A strong understanding of the importance of regulatory requirements, service standards and timescales, with the ability to act quickly to prevent potential breaches

• Confidence handling difficult, sensitive or emotionally charged conversations whilst remaining calm, professional and empathetic

• Strong organisation skills, with the ability to manage your own caseload and competing priorities effectively

• An awareness that customers have different needs and circumstances, with the confidence to identify potential vulnerabilities or additional requirements and respond appropriately

What’s In It For You

Your work matters.

And the way we reward you matters, too.

At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.

• Annual discretionary bonus scheme

• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days

• Matching employer pension contribution (up to 10% per annum)

• Colleague Mortgages and access to Skipton products and services at discounted rates

• Flexible working to help balance your commitments

• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships

• Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys, and IKEA

We’re here to make life better for our members.
About Skipton.

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth.

We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too.

It all means that life at Skipton is more exciting than you imagine.

What it's like to work here
Life at Skipton

We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone.

At Skipton we value work life balance and are proud to support hybrid and flexible working. This opportunity is for 35 hours per week, Monday to Friday, with permanent and 12 month fixed term contracts available and you’ll spend a minimum of 3 days a week collaborating with colleagues at our Head Office in Skipton.

We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive and welcoming.

It’s not just our members who are important to us.
You are, too.

Lots of organisations talk about wellbeing, but they don’t always back it up. As a mutual, we put people first. And that includes the people who work here. So, when we say we care about your wellbeing, we mean it.

Wellbeing isn't just one thing. It’s about feeling good, having energy, and being able to be yourself and perform at your best. That’s why we offer help for your mental and physical health across five key areas.

What’s more, it’s help that you can actually use too - not just read about.

Apply now

Sounds like you? Then apply now.

You don't need to tick every box - we look for people who care about our members and who want to grow at the same time. The rest can follow.