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Complaint Handler

This job posting is no longer active

The Business

We're looking for Complaint Handlers to join us in Edinburgh

  • You'll be managing customer complaints, aiming to resolve the matter at first point of contact, where it’s possible to do so 
  • Working with our customers, you'll come to suitable resolutions to complaints raised and ensure we are compliant with the consumer protection code
  • This is an opportunity to broaden your skills and experience, while working in a collaborative team environment

What you'll do

You'll be part of a team that deals with complaints that are being raised with the Arrears Support Unit (ASU). All complaints are ring-fenced and passed to your team, for you to attempt to resolve the concern at first point of contact (FPOC), where possible. When the matter cannot be resolved within FPOC timeframes, you are required to gather the necessary information and investigate all aspects of the complaint, in order to respond to the customer. You'll deal with all enquiries and concerns in a professional manner, and make sure they are resolved in an appropriate time frame. 

Your role will entail: 

  • Dealing with complaints related to the mortgage in financial difficulty
  • Working collaboratively with our teams to resolve complaints and to investigate all aspects of the customer complaints in a professional manner 
  • Making sure there is a thorough investigation to ensure a fair outcome for all customers

The skills you'll need

We're looking for someone with complaint handling experience. Ideally, you'll come from a mortgage related background and will have an understanding of the different products the bank offers. Alternatively, previous experience with remediation programmes would be beneficial - however full training will be provided. 

You'll also bring: 

  • The ability to work effectively in a team 
  • Strong attention to detail 
  • Excellent verbal and written communication skills 

Along with this, you'll also be MCC qualified or willing to work towards achieving this qualification.

How we'll reward you

In return, we offer a competitive salary plus 25% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

Visit our reward and benefits page for more information on the benefit packages we offer.


At Ulster Bank, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.