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- Tasks: Manage FOS/FSPO/CIFO complaints and correspondence while ensuring fair outcomes.
- Company: Join Close Brothers, a diverse and inclusive company that values your unique background.
- Benefits: Enjoy flexible work options to balance your life and work commitments.
- Why this job: Be part of a team that drives positive change and improves customer experiences.
- Qualifications: Previous complaint handling experience and knowledge of FCA rules are essential.
- Other info: We celebrate diversity and encourage applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
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
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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
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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.
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To support management in delivering FOS strategy – reducing upheld FOS complaint outcomes and FOS referrals
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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.
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Produce complaints management information and statistics as and when required by the line manager, Compliance Department, or senior management.
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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.
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Interact professionally with a variety of people including the FOS/FSPO/CIFO, customers, compliance, legal, senior management.
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To provide high quality and professional advice as a FOS subject matter expert across CMF
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To support reduction in team aged cases to minimise FOS referral risk.
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Ensure compliance with Company and regulatory requirements.
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Responsible for the accuracy of all information including MI recorded in the database.
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Achieve departmental and company service standards (SLAs)
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Contribute to creating a happy team working environment.
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Report any potentially serious complaints and emerging trends swiftly to your line manager
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Identify and report any breaches relating to complaint handling or Company procedures to your line manager.
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Excellent administration skills
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Organisation and multi-tasking skills
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Computer literate and strong keyboard skills
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Good communication, stakeholder management and interpersonal skills at all levels (written and verbal)
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Negotiation skills.
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Attention to detail and commitment to high standards of quality.
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Possess a good understanding of M.I, Data Analytics, Complaints Management, Root Cause Analysis, Project Management, Business Analysis
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Expert knowledge of the FCA’s rules, guidance, and expectations in relation to DISP
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Understanding and reassuring telephone manner
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Team working.
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Complaint handling experience essential
Ombudsman and Executive Case Officer employer: Close Brothers Group
Contact Detail:
Close Brothers Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ombudsman and Executive Case Officer
✨Tip Number 1
Familiarize yourself with the FCA's rules and guidance related to DISP. Understanding these regulations will not only help you in your role but also demonstrate your commitment to compliance during the interview process.
✨Tip Number 2
Highlight your experience in handling escalated complaints and your ability to manage a diverse case load. Be prepared to discuss specific examples where you've successfully resolved complex issues, as this will showcase your problem-solving skills.
✨Tip Number 3
Emphasize your communication and interpersonal skills. Since you'll be interacting with various stakeholders, showcasing your ability to communicate effectively and build relationships will set you apart from other candidates.
✨Tip Number 4
Demonstrate your analytical skills by discussing any experience you have with root cause analysis or data analytics. Being able to identify trends and provide insights will be crucial in supporting the management team and improving complaint handling processes.
We think you need these skills to ace Ombudsman and Executive Case Officer
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Ombudsman and Executive Case Officer position. Make sure you understand the responsibilities and required skills, especially regarding FCA's rules and complaint handling.
Tailor Your CV: Customize your CV to highlight relevant experience in complaint management, FCA regulations, and any previous roles that demonstrate your communication and negotiation skills. Use specific examples to showcase your achievements.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of the role and the company’s values. Emphasize your commitment to diversity and inclusivity, and explain how your background and experiences make you a great fit for the team.
Highlight Relevant Skills: In your application, be sure to emphasize your administration, organization, and multi-tasking skills. Mention your experience with data analytics and root cause analysis, as these are crucial for the role.
How to prepare for a job interview at Close Brothers Group
✨Showcase Your Complaint Handling Experience
Be prepared to discuss your previous experience in handling complaints, especially in relation to FCA's rules and DISP. Use specific examples to demonstrate how you effectively managed cases and achieved positive outcomes.
✨Demonstrate Strong Communication Skills
Since the role requires excellent communication skills, practice articulating your thoughts clearly and confidently. Be ready to explain complex situations in a simple manner, as you will need to interact with various stakeholders.
✨Highlight Your Analytical Abilities
The job involves conducting root cause analysis and data analytics. Prepare to discuss any relevant experience you have in analyzing data trends and how you've used this information to improve processes or outcomes.
✨Emphasize Team Collaboration
This position requires working closely with others in the Complaints team. Share examples of how you've successfully collaborated with colleagues in the past, and express your commitment to contributing to a positive team environment.
