Complaints Team Leader
Castle Trust BankBasingstoke and Deane, England, United Kingdom
Posted May 22, 2026
Full Time
About the Company
Castle Trust Bank is a fintech challenger bank providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.
Job Description
Complaints Team Leader job description, leading the complaints function at Castle Trust Bank, ensuring compliance and customer-focused service.
Requirements
- Strong experience in complaints handling and leadership within a regulated financial services environment
- In-depth knowledge of DISP and Consumer Duty frameworks
- Ability to evidence strong customer outcomes through effective complaint resolution
- Proven experience turning data into insight and driving measurable improvements
- Strong people leadership and team development capability
- Excellent stakeholder management and presentation skills
- Highly organised, detail-oriented and comfortable working in a governance-led environment
Benefits
- Competitive salary
- Performance bonus (based on individual and company performance)
- Generous contributory pension through Hargreaves Lansdown
- Life Assurance
- 25 days’ holiday + option to buy/sell 5 days
- Additional paid volunteering day
- Private healthcare through Equipsme (includes cash back for Dental and Optical treatment)
- Free access to BHSF Rise EAP to support colleague health and wellbeing
- Gym discounts
- Season ticket travel loans (if applicable)
- A supportive, inclusive culture where your work has real impact
