Complaints Handler

Allica Bank Ltd

Job Overview

Location

Milton Keynes Office

Job Type

Full-time

Full Job Description

📋 Description

• The Complaints Handler role at Allica Bank is essential to maintaining the bank’s reputation for excellent service by managing customer complaints and disputes, ensuring issues are resolved and lessons are learned to improve customer experience.
• Day to day, the role involves fielding inbound customer communications via voice, chat, or social media, managing case resolution, conducting outbound communications, processing payments, writing letters, and handling complex cases such as KYC, vulnerable customers, deceased/power of attorney, and SME-specific issues.
• Allica Bank is the UK’s fastest-growing fintech company, dedicated to serving established SMEs—a vital but underserved segment of the economy—by combining traditional banking values with innovative fintech solutions.
• In this role, the individual will develop expertise in financial services complaint handling, gain experience with core banking systems and workflow tools, and contribute to process improvements while representing the bank’s values in customer interactions.

🎯 Requirements

• Strong customer service experience in customer-facing or telephone service roles
• Experience using core banking systems and familiarity with social media as a customer interaction channel
• Experience in dealing with complex complaints and taking ownership of customer concerns through to resolution
• Knowledge of financial services rules and guidelines
• Experience working with workflow or task management tools
• Experience in core processes such as account opening, servicing, payments processing, and complaint handling

🏖️ Benefits

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance
• Family friendly policies including enhanced maternity and paternity leave

Skills & Technologies

Hybrid

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Allica Bank Ltd

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About Allica Bank Ltd

Allica Bank is a modern digital bank built for established UK businesses with 5-250 employees. They offer business bank accounts with competitive rates, cashback, and no monthly fees for qualifying customers, alongside savings, commercial mortgages, asset finance, and growth finance solutions. Allica emphasizes a return to 'relationship banking,' providing customers with a dedicated relationship manager and UK-based support, a stark contrast to the often impersonal experience with larger banks. Their customer stories highlight successful business growth and streamlined banking processes, underscoring their commitment to serving the vital SME sector.

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