OVERALL SUMMARY At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. Join Close Brothers Motor Finance Team where you will be accountable for managing all FOS/FSPO/CIFO complaints and correspondence, as well as acting as a point of contact for escalated complaints including Executive complaints within the business. Working as part of the Complaints team our ideal team member will have previous experience in FCA’s rules, guidance, and expectations in relation to DISP with excellent communication skills. RESPONSIBILITIES To effectively manage a FOS/FSPO/CIFO case load adhering to regulatory service levels, answering rapidly to the FOS/FSPO/CIFO and customer demands whilst maximising productivity through efficient task management and prioritisation To investigate FOS/FSPO/CIFO/Executive/Escalated complaints competently, diligently and impartially, obtaining additional information where necessary to deliver fair outcomes or robust appeals that drive positive Ombudsman decisions. To support management in delivering FOS strategy – reducing upheld FOS complaint outcomes and FOS referrals Support peer referrals and embed FOS learnings that drive service improvements in the team and CMF through effective coaching, complex case clinics, team/FOS meetings, case studies and Jive updates. Produce complaints management information and statistics as and when required by the line manager, Compliance Department, or senior management. Conduct root cause analysis and deep dives of FOS data to aid management in identifying trends and FOS learnings, feeding these into the FOS action plan, Complaints Action Groups, Complaints Community, and learning agenda. Interact professionally with a variety of people including the FOS/FSPO/CIFO, customers, compliance, legal, senior management. To provide high quality and professional advice as a FOS subject matter expert across CMF To support reduction in team aged cases to minimise FOS referral risk. Ensure compliance with Company and regulatory requirements. Responsible for the accuracy of all information including MI recorded in the database. Achieve departmental and company service standards (SLAs) Contribute to creating a happy team working environment. Report any potentially serious complaints and emerging trends swiftly to your line manager Identify and report any breaches relating to complaint handling or Company procedures to your line manager. WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE: Excellent administration skills Organisation and multi-tasking skills Computer literate and strong keyboard skills Good communication, stakeholder management and interpersonal skills at all levels (written and verbal) Negotiation skills. Attention to detail and commitment to high standards of quality. Possess a good understanding of M.I, Data Analytics, Complaints Management, Root Cause Analysis, Project Management, Business Analysis Expert knowledge of the FCA’s rules, guidance, and expectations in relation to DISP Understanding and reassuring telephone manner Team working. Complaint handling experience essential We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back. ABOUT US For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term. To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers To find out more about life at Close Brothers:https://www.closebrothers.com/life-close-brothers374017299-899295541 To find out more about our benefits:https://www.closebrothers.com/employee-benefits To find out more about our commitment to creating an inclusive environment:Our Responsibility - Diversity and inclusion ¦ Close Brothers Group