Customer Outcomes & Complaints Lead

Location: Hybrid working with 2 days per week in our Head Office (Leek, Staffordshire) and the remaining time remotely.

Employment type: Full-time, permanent position.

Salary: Up to £40,000 depending on experience

Working hours: 35 hours per week, worked flexibly

Reports to: Product Operations and Customer Relations Manager

Direct Reports: Product and Proposition Director

The Organisation

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today and even better things tomorrow.

Our colleagues are one of the communities we support. Weve created an inclusive, engaging workplace where colleagues have the freedom to be themselves and grow their careers.

Were proud to be an awardwinning employer, accredited as a Great Place to Work based on our latest colleague survey, and were equally proud to have been recognised externally for the work we do - winning Best Building Society and Best Specialist Mortgage Provider at the 2026 British Bank Awards.

Job Purpose & Scope

The Customer Outcomes & Complaints Lead is responsible for overseeing the Societys complaints framework and supporting the delivery of good customer outcomes across savings, mortgage and customer service activities.

Acting as the subject matter expert for complaints, Consumer Duty and customer outcome testing, the role ensures regulatory requirements are met while identifying trends, root causes and conduct risks that may impact customers.

Through robust analysis, governance and management information, the postholder provides insight and constructive challenge to business areas, helping to drive continuous improvement, improve reduce customer experience and evidence fair value and good outcomes.

Duties and Key Responsibilities

Lead the end-to-end complaints process, ensuring all complaints are managed efficiently, fairly and in line with regulatory requirements, internal policies and the Society's commitment to delivering good customer outcomes.

Maintain accurate and comprehensive complaint records, utilising the Society's case management systems to monitor progress, identify trends and support effective governance and reporting.

Act as the primary liaison with the Financial Ombudsman Service (FOS), managing referrals, coordinating investigations and ensuring that determinations, awards and recommendations are implemented effectively.

Support the implementation of lessons learned following complaint investigations.

To carry out any other duties as may reasonably be required

Person Specification

Qualifications & Knowledge

Essential

Strong understanding of the FCA's Consumer Duty and its application within retail financial services.

Sound knowledge of FCA complaint handling requirements and DISP rules. Understanding of Financial Ombudsman Service (FOS) processes and decision-making principles.

Knowledge of customer outcome testing, fair value assessments and customer vulnerability considerations.

Experience

Managed and resolved customer complaints within a regulated financial services environment, ensuring fair and customer-focused outcomes.

Demonstrated ability to investigate complex customer issues, gathering and assessing evidence to reach balanced and well-reasoned decisions.

Built effective relationships with senior stakeholders, providing insight, challenge and recommendations to support informed decision-making.

Applied regulatory requirements within operational processes, ensuring compliance while maintaining a strong focus on customer outcomes.

Skills & Abilities

Excellent investigative and analytical skills, with the ability to identify trends, risks and root causes from multiple sources.

Strong written communication skills, capable of producing clear, concise and customer-focused correspondence.

Ability to challenge constructively and influence stakeholders at all levels of the organisation.

Strong attention to detail and ability to make balanced, evidence-based decisions.

Excellent organisational skills with the ability to manage multiple priorities effectively.

Proficiency with Microsoft Office suite.

Other Requirements

A Basic DBS check will be undertaken upon an offer of employment.

Benefits

35 hour working week (full-time)

7.5% employer pension contribution

Minimum of 26 days paid holiday a year, plus bank holidays

Holiday purchase/sale scheme

Free health screening

24/7 GP access for you and your close family

Comprehensive mental health support including counselling sessions and mental health first aiders

Workplace savings account with £100 bonus when you save regularly

Enhanced sick and family leave pay from day 1

Sick Pay guaranteed for 6 months for major illnesses

Life assurance of 4 times your annual salary

Continuous development opportunities

Retailer discounts and salary sacrifice/deduction schemes

Were open to discussing working flexibly

Onsite gym at Head Office

If the above sounds like something youd thrive at, wed love to hear from you