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Do you love fixing a customer’s complaint and making them smile again?

Making our customers happier

Customer centricity is our bag and we're always on the look out to improve the services for our customers where we can and to deliver on our purpose of Making You Happier About Money.  Being there for our customers when they need us the most matters to us and we're on the look out for people people, who share our passion to join our incredible team. 

Insatiably curious to find out more? We've got you...

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Hey Susan, tell me about the team

"Hello, my names is Susan Whyte and I am one of the team leaders in the complaints team.
As a function, we're passionate about putting our customers at the heart of the decisions we make and are committed in making sure we provide timely and fair solutions for them.  We pick up the complaints from our operations team and delve into the detail to find out the root cause, seek  solutions and keep the customer updated along the way.  If I was to call out one thing I love most about my job it's watching my team grow within their role and supporting them through the career journey they choose to take.  I am incredibly proud of my team who go above and beyond in making sure they are the voice of our customers - by listening attentively and making considered decisions." 

Diary of a Claims Handler. Meet Gary

My day starts by checking Teams & emails for any important information or responses to requests sent to help build a case for complaints I’ve been allocated. 

I try to split my day to allow me to close 2 complaints a day where possible by aiming to close the 1st by 11am & the 2nd by 3.30pm, I’ll have tried contacting customers & gathered evidence, if I’ve spoken to the customer. I’ll use the information they’ve provided on the call & check what’s been noted to ensure the complaint points have been logged correctly, if I’ve been unable to speak with the customer I’ll listen to calls to get testimony to allow a final response to be provided. Each day is different due to the different types of complaints were work & different customers we speak with as it’s rare that you get 2 complaints the same & how it impacts on 1 customer can differ to another, so I make sure I take each customers circumstances into account and provide the best outcome I can whilst keeping in line with the Complaint Handling guidelines.  

The days usually pass quickly & when you get a complaint closed with the customer happy with the outcome provided it’s a good feeling as you know you’ve did something right to fix a problem or if there’s not been a bank error you’ve provided an explanation as to why something happened to allow the customer to understand going forward. 

All in all, a Day in The Life of a Complaint Handler is varied, intense but rewarding when you know you’ve turned an unhappy customer into a happy one whenever possible.

Gary Sword
Complaint Handler

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Day in the life of a Complaint Handler


Let's take you on a journey behind the scenes where you'll meet meet our incredible colleagues who work hard every day to find resolutions for our customers.  By building strong foundations and mapping out ways to come to a solution, our complaint handers lead the way in providing exceptional customer service for our customers as well a inspiring new ways of working. 

Hear what out colleagues have to say

Complaints bring flexible working and team work to life. You learn something new each day while supporting our customers which gives great job satisfaction.

Shaun Hunter
Complaints Handler

My job in complaints is the most varied I've had in my whole career. We investigate what has happened and provide feedback to the business in an effort to do things better in the future.

Alan Burgess
Complaints Handler

It's very rewarding when you manage to fully resolve everything and the customer appreciates the work and effort you have put in to their personal case.

Laura McGoldrick
Complaints Handler

Take control of your career. Live a Life More Virgin

If you're customer obsessed, love to explore the art of the possible and are looking for a role where you can make an impact, we'd love to hear from you.  You'll be owning your own cases and will have the opportunity to work throughout the complaint cycle while keeping our customer informed. You'll be supported in your development and our perks are pretty good too.. so, what are you waiting for, Apply Now!

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