Complaints Business Partner

At Yorkshire Building Society, every complaint is an opportunity to learn.

Sometimes it's a one-off issue. Other times, it highlights a process that isn't working as well as it should or an emerging risk that needs attention. As a Complaints Business Partner, you'll help us understand the difference.

This is an opportunity to turn complaints insight into meaningful change. You'll work with colleagues across the Society to identify trends, understand root causes and influence improvements that deliver better outcomes for our members.

If you're naturally curious, enjoy solving problems and can turn insight into action, we'd love to hear from you.

About the role

As a Complaints Business Partner, you'll use complaints and customer feedback data to identify opportunities for improvement and support the Society's commitment to delivering good customer outcomes.

You'll work closely with stakeholders across the business, helping them understand what's driving complaints, addressing emerging risks and implementing actions that make a real difference to our members' experience.

What you'll be doing

• Identifying trends, root causes and emerging risks from complaints and customer feedback.
• Using insight to improve customer journeys and reduce avoidable complaints.
• Working with stakeholders across the business to drive improvements and deliver agreed actions.
• Combining complaints data with wider sources of customer, quality and operational insight.
• Producing clear, evidence-based reporting, recommendations and business updates.
• Supporting the Society's commitment to Consumer Duty and delivering good customer outcomes.

About you

We're looking for someone who wants more than a role where they simply report what's happening. We want someone who is passionate about understanding why things happen and motivated to drive positive change.

You may have gained your experience in complaints, customer outcomes, conduct risk, operational risk, quality, assurance or a similar environment within financial services. What's most important is your ability to analyse information, influence others and improve outcomes.

You'll be able to demonstrate:

• Strong analytical skills and the ability to identify meaningful insights from data.
• A curious mindset and a desire to understand the story behind the numbers.
• The ability to translate insight into practical actions and improvements.
• Confidence in constructively challenging and influencing stakeholders.
• A strong understanding of customer outcomes and the importance of doing the right thing for our members.
• Excellent communication and relationship-building skills.
• A proactive approach, taking ownership and seeing actions through to completion.

You'll also have a good understanding of complaints handling regulations, Consumer Duty requirements and considerations for vulnerable customers.