Resolution Manager

Resolution Manager

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The Business

We're looking for a Resolution Manager to join us in Bristol or Birmingham

  • There is an opportunity to join our Customer Complaints Unit, you'll investigate and resolve customer complaints, working closely with your team to deliver fair outcomes 
  • You'll build your knowledge and work within a supportive team environment with potential for great career development
  • Please note, you must have a Financial Planning Certificate (FPC) to be considered for this role - with QCF 4 desirable 

What you'll do

You'll resolve customer complaints, primarily in relation to Investments and Pensions, of varying complexities by working alongside Case Managers and data logging to make sure each case is thoroughly and fairly investigated. As such, you'll compile detailed case notes and comprehensive response letters to support your decision. Throughout the process, you'll liaise with key stakeholders and customers, while maintaining an impartial mind-set to deliver a fair outcome to the customer. 

You'll also: 

  • Review the information gathered by the Case Managers, making sure a full investigation has been undertaken, and liaise with customers to ensure all potential issues are resolved 
  • Develop a full understanding of the customer's case ensuring that it is researched in detail, and reply to challenging queries in a clear and appropriate manner 
  • Identify service, process and product enhancement recommendations to present to the management team, encouraging continuous improvement to our customer service

The skills you'll need

To be considered for this role you'll be FPC qualified with QCF Level 4 desirable but not essential, along with experience of a regulatory environment. It would be a significant advantage to have knowledge of complaints processes or experience in a complaints handling environment. 

We'll look to you to demonstrate: 

  • A passion for providing a fantastic customer service and a proven record delivering successful outcomes 
  • A natural flair for communication, exceptional interpersonal skills and the ability to engage with customers to deliver a fair outcome 
  • The ability to complete work to a high degree of accuracy, efficiently balancing a busy workload and adapting to changing priorities

How we'll reward you

In return, we offer a competitive salary plus 25% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

Visit our reward and benefits page for more information on the benefit packages we offer.


At RBS, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.