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Customer Resolution Specialist
BENEFACT TRUST LIMITED
Gloucester
Full-time

Customer Resolution Specialist

We are looking for a Customer Resolution Specialist to join Ecclesiastical Planning Services based at our Gloucester office. Competitive salary, excellent benefits and hybrid working.

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location: Gloucester

Job Ref: 204548

About the role

Ecclesiastical Planning Services, are looking for a Customer Resolution Specialist to join our Gloucester office.

In this role you will support the Head of Compliance & Risk (SMF16) and the Compliance & Risk Manager (Compliance & Risk Management) with the ongoing handling and management of customer complaints. You will be the lead investigator of complaints, liaising between business stakeholders and complainants.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group — where all profits go to charity and good causes.

What you'll be doing

  • Manage the full complaints process, including logging, acknowledging, investigating impartially, and producing fair written responses within regulatory timescales.

  • Maintain accurate, audit‑ready records and ensure all complaint handling complies with FCA rules and internal procedures.

  • Communicate professionally with stakeholders, including customers, funeral directors, senior management, and the Financial Ombudsman Service.

  • Identify risks, trends, and root causes, escalating serious issues, reporting breaches, producing MI, and recommending or carrying out remedial actions.

  • Support wider business needs, contributing to a positive team environment and assisting with pricing, product matters, and cross‑department collaboration.

What you'll need to have

  • Excellent knowledge of customer services and complaints handling within financial services

  • Experience of investigating complaints and writing complaint responses

  • Experience of managing and influencing internal and external stakeholders, at all levels.

  • The ability to build collaborative, productive relationships.

  • Commitment to deliver exceptional service contributing both as an individual and as an effective part of a team.

  • Competent IT and data skills (including Microsoft Office).

  • Understanding of data protection and importance of confidentiality.

  • High levels of personal organisation and accuracy, with the ability to manage own workload.

What we offer

  • A competitive salary - let's discuss it

  • Group Personal Pension - up to 12% employer contribution

  • Generous annual bonus scheme between 6% and up to

    24%

  • 25

    days annual leave plus bank holidays, and a holiday buy and sell scheme

  • An array of health and wellbeing benefits, including private healthcare, income protection and life assurance

  • £200 annual personal grant to a charity of your choice

  • Encouraged to take at least one volunteering day per year

  • Employee Assistance Programme

  • Full study support to gain professional qualifications

  • Access to virtual GP

  • Enhanced maternity and paternity pay

Hear from the hiring manager

"Join our close-knit team where your ideas matter and your work makes a real impact. This role offers fantastic exposure across the business, and you’ll be part of an organisation that’s not only a leader in our financial sector but also one of the UK’s largest corporate charity donors—helping us make a difference every day.”

About us

Ecclesiastical Planning Services (EPS) work with a UK-wide network of funeral directors to provide pre-paid funeral plans. Our business is based on trust, so we focus on personal service, offering guidance and support to funeral directors and families when they need it most.

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.
If you need any additional support during the recruitment process, then please let us know.

*Directory of Social Change’s UK Guides to Company Giving 2017-26

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