Customer Relations Case Specialist

You'll be joining a highly valued Complaints Team, a collaborative group of professionals committed to delivering fair, timely, and customer-focused complaint resolutions. We are passionate about doing the right thing for our customers and take pride in handling every complaint with empathy, professionalism, and integrity. Our team plays a critical role in protecting the business's reputation and fostering customer trust by ensuring complaints are investigated thoroughly, resolved fairly, and managed in line with regulatory requirements and company standards.

Working closely with colleagues across the organisation, you'll investigate customer concerns, identify root causes, and help drive meaningful improvements that enhance both customer outcomes and business processes. Your work will directly contribute to a culture of continuous improvement and customer advocacy. We foster an environment built on teamwork, transparency, and development, where your expertise, ideas, and initiative are genuinely valued.

In this role you will have the opportunity to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on owning complaints that are escalated to formal response stage and resolving in line with FCA DISP timelines. Working within a supportive team, you will ensure that all complaints are handled in accordance with the Bank’s Internal Complaints Handling Policy and Procedures, in line with Treating Customers Fairly (TCF) and FCA regulation considerations.

Your responsibilities will include:

• Handling all complaints received across specific OSB brands and product lines within the formal response stage of the complaint handing process.
• Completing the initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
• Taking ownership for managing and resolving all 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.
• Making 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.
• Working with the Senior Specialist and Team Leader to identify actions to address the cause of complaints and share these with the Root Cause Function.

We offer a base salary dependent on experience and location between £27,000- £31,000 and a competitive benefits package:

• Annual discretionary bonus opportunity: up to 17.5% of salary.
• 30 days annual leave.
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively.
• Enhanced family-focused benefits.

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.

We are looking for talented individuals who have the experience and knowledge set out below:

• Experience working in a Financial Services environment within a customer facing role is essential.
• Excellent skills in respect of written communication are essential.
• Experience of working with vulnerable customers is essential.

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply. Still on the fence? Hear from our team or explore our process: OSB Careers. Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational. If you need any adjustments or support, we’re here to make sure you can show your best self. We are proud to be a Disability Confident employer and are committed to creating an inclusive and accessible workplace where everyone can thrive. We welcome applications from people of all backgrounds and encourage candidates with disabilities and long-term health conditions to apply. If you meet the minimum criteria for the role and would like to be considered under our Disability Confident Scheme, please indicate this on your application.

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we’re happy to have a conversation about what flexibility might look like for you. Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally. 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.