Turn feedback into insight. Lead with fairness. Deliver better customer outcomes.

At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

This role is based in Basingstoke 5 days a week.

This role and what you'll lead and deliver

We are looking for an experienced and driven Complaints Team Leader to lead our complaint's function and ensure the delivery of a fair, compliant and customer‑focused service.

This is a key first‑line leadership role, responsible for ensuring compliance with DISP and Consumer Duty requirements while using complaints insight to shape better customer outcomes, strengthen processes and improve controls across the Bank.

Blending operational leadership, governance oversight and data‑led insight, you will play a crucial role in enhancing how we listen to and learn from cus...