Complaints Assurance Manager x2 [104-21]

Applications for this role close on: 4th July 2021

Interview date: Interview Date: 13th & 14th July 2021
NS&I Band: 5 - Civil Service Equivalent HEO
During the current Covid pandemic the successful applicant will initially be based working from home.
12 Month Fixed Term Contract

NS&I is one of the largest savings organisations in the UK with 25 million customers and more than £179 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back over 150 years to 1861.

Short summary

We are looking for two Assurance Managers to join our Complaints Assurance team reporting into our Head of Complaints Assurance. It’s a role that will be varied and provide different challenges each day and requires previous experience working in a customer support/service organisation within financial services.

You will be responsible for assuring the complaint function is actioned by our business partner and be the main interface between NS&I and the Financial Ombudsman Service (FOS). You will also work with our Customer Experience Team to provide them actionable insight and be required to analyse Root Cause data to make recommendations for improvements to processes and service.

Job description

Please see attached role profile for full details. Key responsibilities are also listed below.

This role is subject to Baseline Personnel Security Standard and financial credit checks.

Key Responsibilities

  • Undertake assurance work of the complaint function by quality assuring complaint responses to customers, listening to customer calls within both the Customer Interaction Centre (CIC) and the Customer Care Team (CCT) to ensure complaints have been identified at first point of contact and responded to correctly.
  • Through Quality Assurance identify areas for service delivery and process improvement to support and enhance the customer experience.
  • Manage high profile and complex cases to ensure compliance with the Financial Conduct Authority (FCA) dispute resolution rules.
  • Manage the reputational risk to NS&I by negotiating appropriate resolutions to complex cases whilst maintaining good relationships with key stakeholders i.e. FOS
  • Investigate & reply to Ad Hoc requests from other NS&I stakeholders e.g. Media/Product/Compliance


A small company with a big reach we offer a range of benefits to include flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.

Selection process

We will use the following criteria to shortlist applications: -

  • Experience of working within a customer support/service organisation within financial services
  • Extensive experience of complaints/service recovery handling gained within a regulatory environment
  • Experience of analysing root causes of complaints and feeding into service/business improvement.

In the event of a large number of applications we will perform an initial primary sift against the following key criterion only:

  • Experience of working within a customer support/service organisation within financial services

In the interview we will ask questions that will assess you against the following behaviours in the Civil Service Success Profiles Framework - Level 3:

  • Changing & Improving
  • Communicating & Influencing
  • Delivering at Pace
  • Managing a Quality Service
  • Working Together

And the following essential experience/technical knowledge and skills:

  • A working knowledge of savings and investments products and the supporting legislative framework.
  • Able to use own judgement to make decisions, especially with complex cases.

Interviews will take place on 13th & 14th July 2021

To apply

Please send your completed application (In MS Word format) to before the closing date.

When applying, please specify your preferred location.

Please note we are unable to accept CVs.

Reserve List

A reserve list may be held for a period of 12 months from which further appointments can be made.

Nationality requirements

Open to:

  • UK nationals
  • Nationals of Commonwealth countries
  • Nationals of the Republic of Ireland
  • EEA nationals with (or eligible for) status under the EUSS
  • Relevant EEA or Turkish nationals working in the Civil Service
  • Relevant EEA or Turkish nationals who have built up the right to work in the Civil Service
  • Certain family members of the relevant EU & Turkish nationals

Further information about the Civil Service Nationality Rules can be found in the CSNR guidance .

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

If appointed you must be able to work in one of our office locations London, Durham, Blackpool or Glasgow. Employees are currently working remotely from home. This situation is subject to change.

Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at .

Further information

Our recruitment process is underpinned by the Civil Service Commissioners’ Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, please contact us at

Complaints Assurance Manager May 2021 104-21 Job Application Form

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