Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

To deliver fair, timely and outcome-focused resolution of customer complaints in line with FCA DISP requirements, Consumer Duty obligations and the organisation’s commitment to delivering good customer outcomes.

The role holder is responsible for investigating complaints end-to-end, ensuring accurate recording, robust root cause analysis, and clear customer communication, while supporting continuous improvement and regulatory compliance across the business.

Key Responsibilities

• Conduct thorough, balanced and timely investigations into customer complaints, reaching fair and evidence-based outcomes in line with FCA DISP rules and Consumer Duty requirements.
• Ensure all complaints are handled within regulatory timeframes and in accordance with FCA requirements, internal policies, and Consumer Duty standards.
• Accurately record, manage and maintain complete audit trails within the Complaint Management System to ensure data integrity and reporting accuracy.
• Calculate and recommend appropriate redress where required, supporting remediation activity and ensuring fair customer outcomes.
• Identify complaint trends, systemic issues or control weaknesses, escalating insights to management to drive service and process improvements.
• Liaise effectively with internal departments, suppliers, introducers and external representatives to gather information, resolve complaints efficiently and promote strong complaint handling standards.
• Support the resolution of customer queries as part of supporting inbound contact from customers across a variety of channels.
• Providing support to management by producing accurate documentation, ensuring the quality and accuracy of data input and ensuring all standard conditions are satisfied as detailed in the company's procedures manual.
• To ensure a timely resolution and keeping levels of complaints to a minimum in line with the service standards and FCA regulation (for complaints). This will include correspondence with CMC’s/law firms and direct customers and where appropriate liaising with Shawbrook partners and suppliers.
• In terms of complaint handling, where required deal with any cases referred to the Financial Ombudsman Service (FOS) and be the point of contact with FOS relating to the cases assigned to you.
• To ensure cases are recorded accurately and promptly on the Complaint/Dispute Management System
• Handing calls and responding appropriately and in a courteous and efficient manner
• Develop strong relationships with key partners and other staff offering a personal service
• To be flexible with responsibilities and have a positive attitude towards any changes to role, company/departmental objectives, priorities and targets.
• To demonstrate a strong understanding of the principles of Treating Customers Fairly (TCF) and to being able to assess customer outcomes within this.
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Skills & Experience

• Proven experience in complaint handling within financial services
• Experience of working within FCA regulated environments
• Experience handling complaints end-to-end, including drafting Final Response Letters
• Experience in remediation exercises and redress calculations (desirable)
• Experience of working to strict regulatory deadlines
• Telephony experience 

Key attributes

• Strong analytical and investigative skills
• Excellent written communication with ability to explain complex matters clearly
• Sound judgement and decision-making ability
• High attention to detail and accuracy
• Ability to manage multiple cases and prioritise effectively
• Resilient and able to work to tight regulatory deadlines
• Customer-focused with a balanced commercial awareness
• Strong stakeholder management skills
• Collaborative team player

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done