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About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Role Description

The Senior Complaints Handler role works within the Complaints Team. As a new and fast-growing bank, Allica is now of a scale that a full team is required to manage all Complaints and disputes within the bank. We are known for excellent service, but when customers don’t have a good experience, we need to assess and learn why.

The role will be to support the growing Complaints function in the business. This will require you to work alongside the Complaints Manager, to deliver all elements of the Complaints function.

This will require leading the Complaint Handlers, to support them in resolving complaints and delivering targets, so that all complaints are managed quickly and efficiently, whilst maintaining excellent outcomes. Additionally, you will be required to manage the more complicated and sensitive complaints that come into the business, whilst supporting delivery of all complaint resolutions.

This means you will be expected to work alongside the wider Operations team, as well as other departments and functions within the larger business.

In addition to this, there will also be opportunities to help the Complaints Manager in the delivery of MI and regulated reporting, the management of Financial Ombudsman Service complaints, and delivery of Root Cause Analysis in the business.

A confident communicator (written and verbal), the successful candidate will be highly organised, delivery focused, and passionate about the Customer Experience.

Principal Accountabilities

• Ensuring the effective day-to-day running of Allica’s E2E Complaints process.

• Direct contact with customers – providing high-quality dispute resolution.

• Management of more complicated or sensitive complaints.

• Ensuring service level agreements and adherence to regulatory timeframes.

• Maintain good working relationships with all stakeholders, both internal and external to ensure smooth and timely exchange of correspondence and communication.

• Working with the Complaints Manager to manage both the team and your own workload, to ensure adherence to the teams’ SLAs and quality outcomes.

• Manage the initial triage of all incoming Complaints and Feedback, as well as assignment of cases to Complaint Handlers.

• Understand the importance of maintaining clear and accurate internal records for MI and data monitoring.

• Assist the team with call escalations.

• Support ad hoc training for the team to maintain excellent standards.

• Complete 4 eye checks of outgoing final response communications (as needed), as well as supporting the wording of sensitive communications.

• Opportunity to complete Quality Checking assessments.

• Opportunity for participation in internal and external reporting.

• Opportunity to manage Financial Ombudsman Service complaints.

• Opportunity for participation in root cause analysis, alongside the Complaints Manager and other stakeholders, to drive process changes and improvement in Consumer Duty outcomes.

Personal Attributes & Experience

• An experienced Complaints handling, with an in-depth knowledge of the financial industry, along with client-facing experience.

• Possesses SME knowledge in relation to complaints.

• Proven people and stakeholder management skills.

• Excellent analytical and problem solving skills.

• Excellent oral and written communication skills, providing outstanding customer service.

• Strong relationship management skills, as the role works closely with a number of internal and external stakeholders.

• A good level of financial and commercial awareness.

• Banking experience, including deposit and savings products, as well as commercial mortgages and secured lending.

• Understanding of root cause analysis and process improvements.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• 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 & Paternity leave

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.