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
“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
Remember: You should never send money to a prospective employer or disclose any financial information. Should you encounter any job listings requesting payments or financial details, please reach out to us immediately. For further guidance, visit jobsaware.co.uk.
Featured
Easy Apply