Complaints Team Leader

Complaints Team Leader

“Turn feedback into insight. Lead with fairness. Deliver better customer outcomes.”

At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers. 

This role is based in Basingstoke 5 days a week

The role and what you’ll lead and deliver:

We are looking for an experienced and driven Complaints Team Leader to lead our complaint’s function and ensure the delivery of a fair, compliant and customer-focused service.

This is a key first-line leadership role, responsible for ensuring compliance with DISP and Consumer Duty requirements while using complaints insight to shape better customer outcomes, strengthen processes and improve controls across the Bank.

Blending operational leadership, governance oversight and data-led insight, you will play a crucial role in enhancing how we listen to and learn from customer feedback

Leadership & Team Management

• Lead, coach and develop a high-performing complaints team
• Manage performance, capability and engagement across the function
• Foster a culture of ownership, curiosity and continuous improvement

Complaints Oversight & Compliance

• Ensure complaints are handled in line with DISP requirements, including timeliness, quality and fair outcomes
• Oversee Financial Ombudsman Service (FOS) cases and coordinate responses
• Maintain strong oversight of regulatory timelines, case quality and compliance controls

Data, Insight & Continuous Improvement

• Ensure accuracy and integrity of complaints MI for regulatory and internal reporting
• Analyse data to identify trends, root causes and improvement opportunities
• Translate MI into clear, actionable insight for senior stakeholders
• Lead and embed a robust Root Cause Analysis (RCA) framework
• Drive improvements across processes, controls and customer experience

Governance & Stakeholder Engagement

• Chair the Group Complaints Forum, including agenda setting, MI and action tracking
• Produce high-quality reporting and insight for ExCo, Board and governance committees
• Act as a key liaison across Complaints, business areas, Compliance and senior stakeholders
• Support regulatory interactions, audits and thematic reviews

What you’ll bring:

Essential

• Strong experience in complaints handling and leadership within a regulated financial services environment
• In-depth knowledge of DISP and Consumer Duty frameworks
• Ability to evidence strong customer outcomes through effective complaint resolution
• Proven experience turning data into insight and driving measurable improvements
• Strong people leadership and team development capability
• Excellent stakeholder management and presentation skills
• Highly organised, detail-oriented and comfortable working in a governance-led environment

Desirable

• Experience leading complaints forums or governance committees
• Experience designing or embedding Root Cause Analysis frameworks
• Exposure to regulatory engagement, audits or thematic reviews

As well as the above, it is essential you have the following knowledge and behaviours:

• Strong outcomes-focused mindset

• Naturally curious and driven by data and insight
• Confident in providing constructive challenge
• Takes ownership and drives issues through to resolution
• Collaborative, structured and adaptable approach

Why join Castle Trust Bank?

• Competitive salary
• Performance bonus (based on individual and company performance)
• Generous contributory pension through Hargreaves Lansdown
• Life Assurance
• 25 days’ holiday + option to buy/sell 5 days
• Additional paid volunteering day
• Private healthcare through Equipsme (includes cash back for Dental and Optical treatment)
• Free access to BHSF Rise EAP to support colleague health and wellbeing
• Gym discounts
• Season ticket travel loans (if applicable)
• A supportive, inclusive culture where your work has real impact

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank - The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact [email protected]

https://www.castletrust.co.uk/careers/who-we-are