Customer Relations Advisor

Last updated 13 days ago
Location:Greater London
Job Type:Full Time

Customer Relations Advisor

Location: London

Contract: Permanent

Hours: Full Time 37.5 hours per week

Salary: Up to £28,750 max depending on experience

Benefits package: 30 days annual leave plus bank holidays, 15% employer contribution, flexible working, bonus, cycle to work scheme, healthcare cash plan, life assurance, buy and sell holiday scheme, lifestyle benefits and more.


As the SUL Customer Relations Advisor, you will sit within the SUL Customer Relations Team and report to the Customer Relations Manager. The purpose of your role is to ensure SUL meets its commitment to handling customer complaints in a timely and effective manner as set out in the SUL Complaints Handling Policy. This will ensure the company meets its obligations under the FCA guidance on Treating Customers Fairly.

You will act as a customer ambassador who is effective in identifying issues and risks and you will escalate these through the appropriate channels within the company.

You will support the reporting of any trends which emerge in relation to customer satisfaction, Delivery Partner customer service and complaints management or broader service issues and outcomes associated with the SUL programme.

Ideally, you will have experience delivering success in a similar role within a financial services business or social enterprise, and you will have knowledge of the FCA Treating Customers Fairly requirements, as well as knowledge of best practice in customer service. You will be client focused, understand and have delivered high standards of client/ customer service and know how to delight a customer in a commercial context.

Additionally, you will have the ability to understand the client's business, their challenges and opportunities, vision and direction and relate to them in their own language. You will be highly effective in written and verbal communications, as well as organised, disciplined in approach, follow through meticulously and hold others to account for delivery including where there is no line management authority. A track record of leading continuous improvement and driving change would be advantageous, and you will be an effective decision maker and solution focused; having a sense of urgency and being empathetic.

View the full job description.


The British Business Bank is a unique and exciting institution. Its mission is to make finance markets work better so smaller businesses across the UK can prosper and grow.

Established in 2014, it is a 100% government-owned economic development bank but independently managed.

To deliver its programmes, the Bank works through more than 180 delivery partners such as high street, digital, specialist and challenger banks, venture capital and private debt funds and fintech platforms.

Currently, we employ around 390 people, split between offices in Sheffield and London.