The Customer Relations team handle complaints for the OSB Group in line with the Financial Conduct Authority regulations to ensure complaints are addressed fairly and accurately.
As a Customer Relations Case Specialist, you will play a key role in investigating, managing, and resolving customer complaints, with a particular focus on cases that have escalated to the formal response stage. You will ensure all complaints are handled in accordance with the Bank\\\'s Internal Complaints Handling Policy, FCA DISP regulations, and Treating Customers Fairly (TCF) principles.
This role sits within a talented and experienced team, offering an excellent opportunity to develop your expertise in customer relations and regulatory complaint handling.
Handle complaints received across specific OSB brands and product lines within the formal response stage of the complaint handing process.
Complete the initial acknowledgement of a complaint promptly and fairly and within set time limits.
Take ownership for managing and resolving allocated customer queries within agreed authority, ensuring that you have carried out a thorough investigation of the cause of individual complaints by gathering information from relevant departments and reviewing the relevant documentation.
Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with the Bank\\\'s policies and set mandate and calculate redress and compensation in line with regulatory and FOS guidelines.
Deliver exceptional customer service, maintaining regular communication with customers via calls, letters, and emails to keep them informed throughout the process.
Please note this is a fixed term contract for a period of 6 months
We offer an annual base salary dependent on experience of between £28,000 - £30,000 and a competitive benefits package including:
Hybrid-working
Life Assurance and Medical Cash Plan
Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become \\\'the bank of the future\\\'.
Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.
Previous experience in a complaints handling role in a regulated environment is essential
Experience of investigating complaints in line with FCA regulations is essential
Proven ability to write formal, bespoke response letters in the context of complaints
Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational - inclusive any individual reasonable support required. Diversity & Inclusion
We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.
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