Acre resources Work, Jobs (with Salaries)

Complaints Experience & Journey Lead
National Westminster Bank PLC —Edinburgh
- £61,000 - £91,500 a year
- Full-time
- Hybrid work
- Data analysis skills
- Hotel
- Financial services
- Annual leave
4d
Breakthrough role - Communications & Projects Assistant - St Leonards-on-Sea
The Bright Foundation —St Leonards-on-Sea
- £12.71 an hour
- Temporary
- CRM software
- Customer service
- In-person
- Work from home
Quick apply
Junior IT Technician
Summer Fields School Trust Ltd —Oxford
- £26,000 - £27,000 a year
- Full-time
- Software troubleshooting
- Customer service
- English
- Free parking
- Employee assistance programme
Quick apply
Account Executive
Lightspeed Systems —Remote
- Remote
- CRM software
- Sales
- Salesforce
Quick apply
Digital Services Apprentice
Gravesham Borough Council —Gravesend
- £15,434.29 a year
- Full-time
- Customer service
- English
- Microsoft Office
- Free parking
- Employee assistance programme
Deputy Development Director
Fitzwilliam College —Cambridge
- Full-time
- Microsoft Office
- Master's degree
- Project management
- Free parking
- Annual leave
14d
Education Trainee FT
Just Experience Ltd —Hertford
- £10.85 - £12.71 an hour
- Full-time
- Childcare
- Cooking
- Working with children
- Free parking
Quick apply
Digital Delivery Manager, Supply Chain
National Westminster Bank PLC —Edinburgh
- £73,800 - £110,700 a year
- Full-time
- Hybrid work
- Hotel
- Continuous improvement
- Driving
- Annual leave
Pool Facilities Lead
Queen Ethelburga's Collegiate —York
- £21,320.64 - £28,000.00 a year
- Weekend availability
- Leadership
- School
- Free parking
- Employee discount
Human Resources Assistant
Cameron House —Dunbartonshire
- £28,500 a year
- Full-time
- Hospitality
- Microsoft Excel
- Hotel
- Free parking
- Employee discount
Quick apply
3d
Neighbourhood Housing Officer
Gravesham Borough Council —Gravesend
- £28,988 - £38,957 a year
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Free parking
- Annual leave
7d
Senior Project Manager
pladis —Chiswick Park Station
- Full-time
- Project management
- Communication skills
- Employee assistance programme
- Employee discount
10d
Housing Apprentice (Responsive Repairs)
Gravesham Borough Council —Gravesend
- £15,434.29 a year
- Full-time
- Hybrid work
- Microsoft Office
- Organisational skills
- IT
- Free parking
- Annual leave
8h
Senior Housing Allocations Officer
Gravesham Borough Council —Gravesend
- £37,028 - £41,746 a year
- Full-time
- Hybrid work
- IT
- Free parking
- Annual leave
2d
Arcade Technician
Fantasy Island —Skegness
- £10.00 - £15.85 an hour
- Part-time
- Maintenance
- Resort
- Free parking
- Employee discount
Quick apply
Land Disposals Manager
Tarmac —Loughborough
- Sales
- Military
- Organisational skills
- Employee discount
7h
Learning Support Assistant (LSA) x 2
TKAT (The Kemnal Academies Trust) —Sidcup
- £21,770 - £28,617 a year
- Part-time
- School
- Employee assistance programme
9d
Head of Leisure, Wellness and Experiences
The Mole Resort —High Bickington
- £35,000 a year
- Full-time
- Hospitality
- Leadership
- Resort
- Free parking
- Employee assistance programme
Quick apply
Assistant Spa Manager
Down Hall Hotel, Spa & Estate —Hatfield Heath
- Full-time
- Hospitality
- Management
- Sales
- Free parking
- Employee discount
Quick apply
14d
Activities Coordinator
Elysium Healthcare —Thatcham
- £25,565 a year
- Full-time
- Organisational skills
- Free parking
- Annual leave
Quick apply

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Complaints Experience & Journey Lead

National Westminster Bank PLC -
Edinburgh

Apply Now

Job details

Permanent | Full-time
£61,000 - £91,500 a year
4 days ago

Benefits

Annual leave
Transport links
On-site parking

Qualifications

Data analysis skills
Financial services
Root cause analysis

Full job description

Location Edinburgh, United Kingdom

Salary £61,000 – £91,500

Job typePermanent | Contract typeFull Time

Remote / On-site Hybrid

You’ll spend some of your time at home, working with your team digitally. You’ll also regularly work at your office or hub to collaborate with your colleagues.

Managerial / Technical Lead

This is a general indication and doesn’t always reflect day-to-day responsibilities. Check the job description for full details.

#R-00280571

Job description

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Complaints Experience & Journey Lead

This is a rewarding opportunity to lead high-performing teams and create a culture focused on continuously improving customer and colleague experiences
You’ll own the end-to-end complaints journey, setting the strategy and acting as the custodian of customer and colleague outcomes
You'll be the voice of the complaints experience, with the scope to influence change at scale across the complaints ecosystem

What you’ll do

As our Complaints Experience & Journey Lead, you’ll own and shape the end-to-end complaints experience, driving insight-led transformation, journey redesign and continuous improvement. You'll use customer, colleague and complaints insight to identify pain points, remove friction and improve outcomes across the complaints journey.

You’ll deliver strong performance while balancing customer, colleague, commercial and regulatory priorities. Acting as a champion for the complaints experience, you'll help ensure decisions and improvement activity are focused on delivering fair, consistent and effective outcomes.

You’ll also be:

Driving root cause analysis and complaints insight, using data to identify themes, uncover drivers and prioritise improvement activity
Turning insight into action by working with senior leaders and journey owners to deliver sustainable improvements
Setting and prioritising the complaints improvement agenda, aligning investment and resources to the greatest customer, colleague and business opportunities
Leading training, competence and capability development, making sure the right skills, tools and frameworks support a high-quality complaints experience
Coaching and empowering Complaints Journey Managers to monitor performance, identify opportunities and deliver measurable improvements across the journey
Championing customer and colleague needs by reducing effort, removing friction and improving complaints outcomes end to end

The skills you'll need

To succeed in this role, you’ll bring a strong understanding of the Financial Services sector, alongside deep expertise in complaints, customer journeys and the regulatory environment. You’ll be passionate about understanding customer and colleague experiences, using insight to shape strategy, driving meaningful change and improve outcomes at scale.

We’ll expect you to have strong expertise in complaints insight, data analysis and root cause methodologies, turning insight into measurable improvements through targeted journey and process enhancements.

You’ll also need:

Experience working across business, product and functional teams to deliver sustainable change
Experience leading end-to-end complaints, customer experience or journey transformation at scale
A proven track record of identifying customer and colleague pain points and delivering sustainable solutions
Experience embedding training, competence and capability frameworks within a regulated environment
Proven ability to drive customer-centric change across processes, systems and colleague experience
The ability to simplify complex challenges and competing priorities, turning them into clear and actionable strategies

Your benefits breakdown

Here’s a quick look at what your pay package and annual leave could look like if you get accepted for the role. We have a wide range of benefits to support you in your working life and beyond.

Please note, the presented benefits packages are based on the minimum base salary.

Tap each segment for details.

Your pay package

Your leave allowance

30 days Annual leave You’ll also have the opportunity to purchase up to 5 additional days off.

3 days Volunteering Take time off to support the causes you’re passionate about.

3 days Training Take time to build the skills you need to grow your career.

Total rewards package

Welcome to our Gogarburn hub

Set in large grounds including beautiful woodland, Gogarburn offers a conference centre, a business school with hotel bedrooms, a restaurant, relaxing zen gardens, onsite parking, and excellent transport links.

Key facts:

Surrounded by 85 acres of woodland
Our carparks provide electric vehicle charging
Opened in 2005

Apply Now

Refine Your Search

acre resources jobs

Complaints Experience & Journey Lead

Breakthrough role - Communications & Projects Assistant - St Leonards-on-Sea

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Digital Services Apprentice

Deputy Development Director

Education Trainee FT

Digital Delivery Manager, Supply Chain

Pool Facilities Lead

Human Resources Assistant

Neighbourhood Housing Officer

Senior Project Manager

Housing Apprentice (Responsive Repairs)

Senior Housing Allocations Officer

Arcade Technician

Land Disposals Manager

Learning Support Assistant (LSA) x 2

Head of Leisure, Wellness and Experiences

Assistant Spa Manager

Activities Coordinator

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What you’ll do

The skills you'll need

Your benefits breakdown

Your pay package

Your leave allowance

Total rewards package

Welcome to our Gogarburn hub

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