About the team: 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. What you will be doing: 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. Your responsibilities will include…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 What\\'s in it for you? We offer an annual base salary dependent on experience of between £28,000 - £30,000 and a competitive benefits package including:Enhanced family-focused benefitsHybrid-working Life Assurance and Medical Cash Plan Please use this link to see the fantastic benefits available at OSB:https://www.osb.co.uk/careers/overview About us: At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! 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. Do you have the skills?We are looking for talented individuals who have the skills set out below: Previous experience in a complaints handling role in a regulated environment is essentialExperience of investigating complaints in line with FCA regulations is essentialProven ability to write formal, bespoke response letters in the context of complaintsA strong track record of working with vulnerable customers, ensuring fair outcomes Next steps: If this sounds like you, apply now! Still on the fence? Hear from our team or explore our process: OSB CareersShortlisted candidates will go through a personalised recruitment process, that is relevant and conversational - inclusive any individual reasonable support required. We want to bring out the best in you! 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. INDHP #LI-HYBRID
