Complaints & Vulnerability Lead

An exciting opportunity has arisen for an innovative and confident individual to join our Financial Crime and 1 st Line Risk Team as the Complaints & Vulnerability Lead. We are driven by our values, putting the community first in everything we do. We expect our colleagues' values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants.

Do you enjoy solving problems, improving customer outcomes and making a real difference? Are you looking for an opportunity to develop your skills, broaden your experience and progress your career?

This is an exciting opportunity to become a trusted specialist in complaints handling, vulnerability and Consumer Duty, helping to shape how we support our members and continuously improve the service we provide.

Working closely with colleagues across the Society, you'll investigate complaints, identify opportunities for improvement, champion the needs of vulnerable members and help embed a culture that puts great member outcomes at the heart of everything we do.

In this role, you will:

• Investigating and resolving member complaints fairly and in line with FCA requirements.
• Acting as the Society's Vulnerable Member Lead, providing guidance and support to colleagues.
• Identifying trends, root causes and opportunities to improve member journeys and processes.
• Working collaboratively across the business to deliver positive change.
• Delivering training and coaching to build colleague confidence and capability.
• Producing management information and insights to support informed decision making.
• Supporting Consumer Duty, governance and continuous improvement initiatives.

Full training will be provided, and you'll receive ongoing coaching and support from the Financial Crime & 1st Line Risk Team. We'll help you develop the knowledge, skills and confidence needed to become a subject matter expert in complaints handling, vulnerability and Consumer Duty.

If you have the right attitude, a willingness to learn and a passion for delivering outstanding member outcomes, we'll provide the support you need to succeed.

What you will bring:

• Minimum of five GCSEs (or equivalent), including Maths and English at grade C/4 or above.
• Strong communication skills, particularly in telephone and digital channels, with the ability to demonstrate empathy, professionalism and resilience.
• Ability to manage a varied workload and prioritise effectively.
• Strong attention to detail and commitment to accuracy.
• Strong problem solving skills.
• Has the drive, ambition and desire to progress their career.
• Wants to make a positive impact across the Society.
• Is motivated to learn, develop and take on new challenges.

What you can expect from us:

• Competitive pension with up to 10% employer contribution.

This is an opportunity to make a real difference-not only for our members but for colleagues across the Society. You'll influence change, develop specialist expertise and play a key role in shaping how we deliver great member outcomes.

If you're looking for your next career step and want to join a supportive team that will invest in your development, we'd love to hear from you.

Financial Crime and First Line Risk Management