Customer Experience and Resolution Adviser

At The Cambridge Building Society, we want every customer to feel listened to and treated fairly, especially when something has gone wrong. We're looking for a Customer Experience and Resolution Adviser to take ownership of complaints from the first conversation through to resolution. You'll investigate what happened, keep customers informed and explain outcomes with empathy and clarity. You'll also help us learn from complaints so we can improve the experience we provide.

Day-to-day responsibilities:

• Manage customer complaints from receipt through investigation, response and closure.
• Gather and review evidence to understand what happened and reach fair, well-reasoned outcomes.
• Keep customers updated, listen to their circumstances and provide appropriate support where they may be vulnerable.
• Write clear final responses and recommend appropriate redress or action where needed.
• Prioritise cases to meet complaint-handling timescales while maintaining accurate records.
• Identify root causes and recurring themes, working with colleagues to put things right and prevent issues from happening again.
• You'll bring strong listening, investigation and writing skills, good judgement, and the confidence to handle sensitive conversations. Experience in complaint handling or customer resolution would be valuable, particularly in financial services or another regulated environment.

Click here to view the job description to find out more and apply today.

Click here to view The Society Benefits.

Salary and working hours

Starting salary £25,353.25 per annum

Monday to Friday 8:45am - 5:00pm (36.25 hours per week)

5 days per week from our Head Office (Cambridge)

Come and join a thriving independent mutual, where your contribution will help our customers.

Job description (attached PDF)

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K EY I NFORMATION
Role: Customer Experience and Resolution
Adviser
Reports to: CCC Manager
Grade: 5
P URPOSE
To take end-to-end ownership of customer complaints,
delivering fair, timely and well-reasoned outcomes while
providing an empathetic and professional experience for
our members.
The role will investigate complaints thoroughly, identify the
root cause of what went wrong, put matters right where
appropriate and ensure customers are kept informed
throughout their complaint journey.
Customer Experience and Resolution Advisers will use
insight from individual cases to identify recurring themes,
control weaknesses and opportunities for improvement,
helping the Society prevent repeat complaints and deliver
consistently good customer outcomes.
C RITICAL S UCCESS F ACTORS
Complaints are investigated thoroughly and resolved fairly,
accurately and within required timescales.
Customers receive clear, empathetic and professional
communication throughout their complaint journey.
Strong and consistent customer outcomes, including
appropriate consideration of Consumer Duty and
customer vulnerability.
High-quality investigation and final response standards
with strong right-first-time performance.
Effective management of complaint caseloads, ageing and
regulatory deadlines.
Appropriate and consistent application of redress and
compensation.
Accurate identification and recording of root causes and
complaint themes.
Emerging or systemic risks and recurring issues are
identified and escalated promptly.
Complaint records provide a complete and robust audit
trail.
Complaint insight leads to demonstrable learning and
continuous improvement across the Society.
B EHAVIOURS
Members First - listens carefully, understands the
customer's circumstances and focuses on achieving fair
and appropriate outcomes.
Exceed Expectations - takes pride in resolving complaints
professionally and restoring customer confidence
wherever possible.
Make It Happen - takes end-to-end ownership and
proactively progresses complaints through to resolution.
Better Together - works collaboratively with colleagues
and stakeholders to investigate issues and put things
right.
Embrace Improvement - learns from complaints and
actively identifies opportunities to prevent problems from
happening again.
Respect Always - handles difficult and sensitive situations
with empathy, integrity, fairness and professionalism.
Customer Experience and Resolution
Adviser
T HE C AMBRIDGE B UILDING S OCIETY
Main Duties Within Role
• Take end-to-end ownership of customer complaints from receipt through
to investigation, resolution and closure, ensuring customers receive a fair,
timely and appropriate outcome.
• Conduct thorough and impartial complaint investigations, gathering and
reviewing relevant information, customer interactions, records, policies,
procedures and other evidence to establish what happened and why.
• Communicate confidently and empathetically with customers throughout
the complaint journey, providing appropriate updates and clear
explanations and ensuring customers understand the outcome reached.
• Deliver fair and consistent outcomes in line with FCA complaint-handling
requirements, Consumer Duty, Society policies and internal procedures,
escalating cases appropriately where required.
• Identify and appropriately support vulnerable customers, recognising
individual circumstances and ensuring reasonable adjustments or
additional support are considered throughout the complaint process.
• Produce clear, accurate and customer-focused final response
communications, explaining the investigation, findings, decision and any
redress or remedial action in a way that is easy for the customer to
understand.
• Assess and recommend appropriate redress, compensation and remedial
action, ensuring decisions are proportionate, evidence-based and
consistent with the circumstances of the complaint.
• Manage complaint workloads effectively, prioritising cases according to
regulatory timescales, customer circumstances, vulnerability, complexity
and risk, ensuring complaints are progressed and resolved promptly.
• Complete effective root cause analysis, identifying why complaints
occurred and distinguishing between individual errors, process
weaknesses, system issues, knowledge gaps and wider recurring themes.
• Identify and escalate emerging complaint trends, systemic issues, conduct
concerns, regulatory risks and control weaknesses, ensuring appropriate
stakeholders are made aware and actions are tracked where required.
• Capture complete and accurate complaint records, including investigation
findings, customer contact, root cause, outcome, redress and actions,
ensuring a clear audit trail is maintained.
• Work collaboratively with colleagues and stakeholders across the Society
to obtain information, challenge appropriately and ensure agreed
complaint actions and customer remedies are completed.
• Use complaints as an opportunity for continuous improvement, sharing
learning and insight to improve processes, colleague capability, customer
journeys and future customer outcomes.
• Maintain high standards of quality, productivity and regulatory
compliance, taking ownership of personal performance and contributing
to agreed complaint service levels and performance measures.
• Undertake any other duties and responsibilities that reasonably fall within
the scope of the role.
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Job Holder Signature
Skills
• Strong complaint investigation and problem-solving capability.
• Excellent written communication skills with the ability to produce clear, concise and well-reasoned final
responses.
• Strong verbal communication, listening and customer empathy skills, including the ability to manage difficult
or sensitive conversations.
• Ability to review evidence objectively and reach fair, evidence-based decisions.
• Strong understanding of root cause analysis and the ability to distinguish individual errors from wider
systemic issues.
• Good understanding of risk, regulation, Consumer Duty, vulnerability and complaint-handling requirements.
• Ability to assess appropriate redress and remedial action using sound judgement and within agreed authority
levels.
• Strong attention to detail and ability to maintain accurate and comprehensive case records.
• Strong organisation and prioritisation skills, with the ability to manage multiple complaints and regulatory
deadlines simultaneously.
• Ability to constructively challenge, influence and work collaboratively with stakeholders to achieve
appropriate customer outcomes.
• Relevant customer service, complaints, financial services or regulatory qualification desirable, or
equivalent practical experience.
• Previous experience of complaint handling, investigation or customer resolution within financial
services or another regulated environment desirable.
• Good understanding of FCA complaint-handling requirements, Consumer Duty and fair customer
outcomes.
• Understanding of customer vulnerability and the importance of providing appropriate support and
reasonable adjustments.
• Maintain all required regulatory, complaint-handling and internal competencies applicable to the role.
Qualifications & Accreditations
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