B2C Services Complaints and Claims Agent
Ikano Bank
Nottingham
Full Time/Part Time Full Time Who We Are At Ikano Bank, we believe work should feel meaningful and inspiring. Together, we create a great place to work where people are inspired to be the best they can be while contributing to a better life for our customers and the long-term success of the Bank. Guided by our Swedish heritage and values: common sense and simplicity, working together and daring to be different, we keep things straightforward and down-to-earth. If you like the idea of being part of a team that works hard, enjoys solving challenges together and dares to do things a little differently, you will feel right at home here. Working in the Commercial B2C Function means creating and shaping the banking products and services our customers rely on. You’ll drive innovation by developing new solutions, enhancing existing ones, and ensuring they stay competitive, compliant, and profitable. Every day, you’ll make an impact by delivering value to customers, guiding the bank’s growth, and keeping our offerings relevant and attractive in a fast-changing market. Purpose of the Job As a Complaints & Claims Agent you will be responsible for handling regulated customer complaints, complex queries, Section 75 claims, and customer dissatisfaction. Your role will involve a range of investigative, evaluation and decision-making tasks. You will liaise with internal and external stakeholders to determine appropriate resolutions to provide our customers with full and fair responses. You will be organised and efficient, enabling you to resolve cases in a timely manner and in line with the business and regulatory guidelines and SLAs. Responsibilities of the Job - Ensure to accurately record, handle, and take ownership of regulated complaint cases and claims, ensuring that customers are responded to in a timely manner in line with defined SLAs
- Ensure customer complaints are resolved in a timely manner to ensure the right customer outcomes are achieved and identify if there are any concerns within Ikano’s processes that may have caused the initial complaint.
- Ensure that all details and progress of a complaint is captured and categorising it in accordance with business and FCA standards
- Take responsibility to understand the root cause of customer complaints and escalating these concerns to the relevant stakeholders when necessary
- Secure accurate and consistent records of investigations and decision making are being kept, in line with industry best practice standards
- Liaise with our customer’s retailers and any necessary third parties via various communication channels such as telephone, email and letter
- Proactively contact customers and manage cases, setting expectations
- Writing letters to our customer to confirm the outcome of their complaint and the reasons behind the outcome that has been decided
- Represent the team in appropriate projects, as required by the Team Manager
- Work with key stakeholders to develop networks throughout IKANO to facilitate in gathering information and to use in providing expert advice when resolving complaints
- In line with Customer Duty, communicate in a way our customers understand, and they get the support they need, when they need it
- Identify key themes, trends, and support, feeding back findings into the business to help improve our ways of working
- As part of Ikano’s commitment to Treating Customers Fairly, endeavour to ensure that fair treatment of customers is central to everything that we do
- Ensure all work is carried out to a high level of accuracy and always ensure compliance with all company and other relevant standards/regulations
- Report on and support the process of delivering feedback to business areas on their complaint’s drivers
- Can demonstrate knowledge about investigating a complaint/claim to deliver a good customer outcome
- Proven knowledge of letter writing
- Understanding of the regulations and SLA’s needed when working within the complaints and claims sector
- Have an awareness of AML and understand the risk to the business, working to always mitigate this
- Have an understanding of the compliance regulations and ensure they are always followed
- Understand and comply with Ikano’s Data Protection guidelines and the requirements of the General Data Protection Regulation for all customer or co-worker data
- Knowledge of Word, Excel, SharePoint, PowerPoint, and Outlook and ability to use them
- To use detailed knowledge of Ikano products, processes and investigative skills to fully explore cases
- Develop and maintain industry knowledge of the latest regulatory guidance and business best practice
- Ability to build working relationships both internally and externally especially focusing on our retail partners
- Ability to communicate effectively via written communication via various communication channels such as letter, email, telephone and other digital platforms
- Effective investigative, evaluative, and problem-solving capabilities
- Ability to manage a range of tasks, ensuring effective organisation, the ability to plan ahead and prioritise workload under pressure
- Show cases attention to detail when handling complaints and claims to ensure an effective resolution
- Ability to show empathy and compassion when dealing with complainants, to ensure the correct level of conversation
- Effective in using multiple internal systems
- Active listening skills with the ability to evaluate what you hear and investigate, delivering the right customer outcome for both the business and the customer
- A methodical approach to work with the ability to analyse information quickly and effectively
- The ability to work independently and with a team
- To be able to use discretion and sound judgment, when dealing with a wide range of situations
- Being open and accountable, putting things right, acting fairly and promptly
- Able to fully comprehend the complaint/claim
- A self-starter, who has the the ability to identify issues and opportunities, whilst being willing to proactively tackle them
- Strength of keeping yourself motivated
- Passion for being customer focused
- Highly collaborative, working with internal and external stakeholders to find the right customer outcomes
Posted 2026-03-08
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