Senior Complaints Officer

Location: London (Hybrid - 50/50)

Hours: Monday to Friday, 9:00am-5:30pm

Working Pattern: Hybrid

Reports to: Complaints Manager

Department: Service Operations - First Line Risk (Complaints)

About the Role

We're looking for an experienced Senior Complaints Officer to join our First Line Risk Complaints team at Hampshire Trust Bank.

This is a pivotal role focused on delivering fair customer outcomes, ensuring regulatory compliance, and driving continuous improvement across the complaints journey. You'll handle complex complaint investigations endtoend, provide highquality insight and reporting to senior stakeholders, and play a key role in root cause analysis to reduce future complaints.

You'll also act as a deputy to the Complaints Manager when required, providing guidance, quality oversight and coaching to Complaints Officers within...