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The role of Complaints Manager will be responsible for centrally co-ordinating complaints management, including operating the complaints log, managing responses to customers in line with regulatory timescales, ensuring compliance with FCA requirements including DISP and liaising with the Financial Ombudsman where appropriate. The Complaints Manager will maintain strong relationships with stakeholders across the business and provide training and support to enable business units better identify expressions of dissatisfaction and support root cause analysis and enhance processes/countermeasures. A key requirement of the role is to maintain a key focus on customer outcomes and work with stakeholders to ensure we deliver fair outcomes for customers across all product lines.  

As a Customer Service Agent at Masthaven you will play a key role in enhancing the reputation of an innovative and exciting new concept in online banking and mortgage lending.  We aim to provide our customers with a friendly and expert service, treating them in a fair and professional manner. Working as part of a supportive team, you will have a good understanding and possibly experience of working in the UK mortgage market or financial services. You will support customers who require help to service their mortgage across the time their loan is held with Masthaven. You will have a great opportunity to make a difference to customer’s lives through your work. This role is based at Masthaven's Reading office.  

As a Financial Support Agent at Masthaven you will play a key role in enhancing the reputation of an innovative and exciting new concept in online banking and mortgage lending. The majority of your time will be spent helping our customers service their loans, for example by answering telephone or written queries. In doing so you will provide information or documentation such as statements or letters to account holders to resolve their queries. Sometimes the queries you receive will be complex, whilst in some cases the queries could be customer complaints. Your role will be to answer these complex queries and respond to customer complaints both verbally and in writing, always aiming to achieve the best possible outcome for the customer and the bank. At times our customers need help and support in making their loan payments and keeping their accounts up to date. This is when you will use your knowledge and skill of different types of forbearance support to help our customers at the time when they are likely to need help from us the most. When in arrears, we aim to provide our customers with a friendly yet firm support in the management of their accounts, treating them in a fair and professional manner. There could be times when customers, some who may be vulnerable, experience financial difficulties in stressful and sometimes emotional situations, which you’ll be required to lead.  Providing support to customers is not always possible and this is when you will use your knowledge of arrears management and litigation processes to ensure the best possible outcome for your customer and the bank in the situations you face. Working as part of the wider Customer Services and Financial Support team, you will have a excellent understanding and experience of working in the UK mortgage market, including experience gained in servicing, arrears management and litigation. You will have a great opportunity to make a difference to customer’s lives through your work. This role is based at Masthaven's Reading office.    

The IT Support Analyst is responsible for front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripheral and delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups and vendors, the IT Support Analyst ensures all incidents are analysed, resolved, and reported back within the promised timeframes.  

Operating in the first line of defence, the Operational Resilience Manager will support the Head of Retail Bank Risk and Controls to design, implement, embed and then manage the Operational Resilience Framework. This will enable the Bank to monitor its important business services and ensure the people, systems and processes that support us to deliver products and services to our customers and end users remain resilient.