Do you enjoy solving problems, uncovering root causes and making things better for customers?
At Darlington Building Society, our members are at the heart of everything we do. We're looking for a proactive and customer-focused Customer Resolution Officer to join our Member Experience Team.
This is an exciting opportunity for someone who enjoys investigating issues, building relationships and driving positive change. You'll play a key role in resolving complaints, analysing customer feedback and helping improve the products, services and experiences we provide to our members.
Whether you already have complaints handling experience or have developed strong customer service and problem-solving skills in a regulated environment, we'd love to hear from you.
What you'll be doing
As a Customer Resolution Officer, you'll help ensure our members receive fair, positive and timely outcomes whenever concerns are raised.
You'll:
- Deliver excellent customer service throughout the complaint resolution process.
- Investigate customer concerns thoroughly, gathering information from colleagues and stakeholders across the Society.
- Resolve complaints in line with regulatory requirements, policies and procedures.
- Identify root causes and recommend improvements to services, processes and customer journeys.
- Support the production of management information, reporting and trend analysis.
- Monitor recurring themes and help drive improvements across the business.
- Work collaboratively with teams across the Society to achieve positive outcomes for members.
- Contribute to projects, system enhancements and continuous improvement initiatives.
- Act as an ambassador for the Society, promoting our values and commitment to fair customer outcomes.
What we're looking for
We're keen to hear from people who:
- Are passionate about delivering outstanding customer experiences.
- Have excellent written and verbal communication skills.
- Enjoy investigating issues and making balanced, evidence-based decisions.
- Have strong analytical skills and attention to detail.
- Can identify trends and recommend practical improvements.
- Build positive working relationships with a wide range of stakeholders.
- Are organised, adaptable and able to manage competing priorities.
- Have strong Microsoft Office skills and good literacy and numeracy skills.
- Have experience working in a regulated environment, ideally within financial services.
- Have previous complaints handling experience (desirable but not essential).
Why join Darlington Building Society?
We're proud to be an award-winning, independent regional building society with 170 years of history. Our success is built on putting members first, investing in our people and making a positive difference in the communities we serve.
When you join us, you'll become part of a collaborative and supportive team where your ideas are valued and your development is encouraged.
Our benefits include:
✅ Annual Bonus Scheme
✅ 10% Employer Contribution Pension Scheme
✅ Life Cover of 4x Annual Salary
✅ Enhanced Family Friendly Leave
✅ Paid Volunteering Days
✅ Employee Benefits Platform
✅ Ongoing Learning and Development Opportunities
If you're curious, customer-focused and passionate about making a difference, we'd love to hear from you.
Apply today and help us transform customer feedback into positive change for our members and our Society.
Please note that as part of our recruitment process, your application may be transferred to and processed within another recruitment system used by Darlington Building Society, in accordance with our Privacy Policy.
Job Types: Full-time, Permanent
Pay: £29,448.00-£35,193.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Store discount
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Darlington DL1 4PT
