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

The Paralegal will play a crucial role within the Customer Resolution Team, primarily responsible for reviewing decisions from the Financial Ombudsman Service (FOS) and drafting robust submissions in response defending the Bank’s position. The main focus of these submissions will be to critically evaluate the credibility of customer complaints and testimonies and articulate well-founded arguments to support the Bank's position. The role requires a meticulous approach to analyzing case details and presenting facts persuasively.

Key Responsibilities

• Review and analyse Ombudsman decisions from the Financial Ombudsman Service and identify key aspects that require response.
• Draft comprehensive and compelling submissions that critique the credibility of customer testimonies and present the Bank's perspective accurately and persuasively.
• Work closely with the Complaints Team to gather all necessary information and documentation related to each case.
• Coordinate with the Head of Litigation, other legal team members and external legal counsel to ensure alignment on case strategies and submissions.
• Support the Complaints Team on other ad hoc complex complaints issues which require a legal lens or input.
• Where required, manage some ad hoc, low value litigation claims for the Bank.
• Develop strong working relationships (and manage those relationships) with internal stakeholders in the Bank including, in particular, the Bank’s Head of Litigation, Head of Customer Resolution and the Complaints Team ensuring collaborative ways of working.
• Assist with managing external counsel when necessary, ensuring that they are briefed appropriately, and their work aligns with the Bank’s litigation strategies and following proper process to ensure sign off before committing any legal spend.
• Provide regular updates on any new points of principle and themes included in FOS decisions, as well as the status and outcomes of submissions to the Head of Litigation and Head of Customer Resolution.

• Paralegal certification or equivalent professional qualification. Qualified lawyers in the UK, as well as other common law legal jurisdictions (e.g. Australia, New Zealand), will also be considered.
• Experience in a contentious / disputes paralegal role, preferably within the financial services or banking sector.
• Extensive experience with civil litigation practices and procedures, court and FOS etc (including DISP) processes –  particularly in relation to consumer claims and financial mis-selling (including s140A CCA unfair relationships claims).
• Strong analytical skills with the ability to critically evaluate information and present logical arguments.
• Experience in managing relationships with external legal counsel and other legal service providers.
• Ability to work independently and as part of a team, with strong organisational skills and attention to detail.
• In-house experience (permanent or secondment) in the financial services/banking sector is preferable.

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