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- Tasks: Investigate and resolve customer complaints, ensuring fair outcomes and compliance with regulations.
- Company: Join OSB Group, a forward-thinking bank committed to customer and community prosperity.
- Benefits: Enjoy hybrid working, enhanced family benefits, life assurance, and a competitive salary of £28,000 - £30,000.
- Why this job: Be part of a dynamic team focused on professional development and making a real impact.
- Qualifications: Experience in complaints handling and FCA regulations is essential; strong writing skills are a must.
- Other info: This is a 6-month fixed-term contract with a supportive recruitment process.
The predicted salary is between 24000 - 30000 £ per year.
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 handling 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 benefits
- Hybrid-working
- Life Assurance and Medical Cash Plan
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 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
- A strong track record of working with vulnerable customers, ensuring fair outcomes
Next steps: If this sounds like you, apply now!
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.
Complaints Handler - Chatham employer: OSB
Contact Detail:
OSB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler - Chatham
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and the Treating Customers Fairly (TCF) principles. Understanding these guidelines will not only help you in the interview but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Prepare examples from your previous experience where you've successfully handled complaints, particularly in a regulated environment. Be ready to discuss how you approached investigations and what outcomes you achieved, as this will showcase your problem-solving skills.
✨Tip Number 3
Practice your communication skills, especially in writing formal response letters. Since the role requires bespoke responses to complaints, being able to articulate your thoughts clearly and professionally will set you apart from other candidates.
✨Tip Number 4
Research OSB Group's values and their approach to customer relations. Showing that you align with their purpose and commitment to employee well-being can make a positive impression during your interview.
We think you need these skills to ace Complaints Handler - Chatham
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Complaints Handler position. Tailor your application to highlight your relevant experience in complaints handling and regulatory environments.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have in a complaints handling role, particularly within regulated environments. Provide specific examples of how you've successfully managed and resolved customer complaints.
Demonstrate Communication Skills: Since the role involves regular communication with customers, showcase your ability to write formal response letters and communicate effectively. Include examples of how you've maintained clear communication with customers during the complaint resolution process.
Showcase Your Understanding of Regulations: Mention your familiarity with FCA regulations and the Treating Customers Fairly (TCF) principles in your application. This will demonstrate your understanding of the regulatory framework that governs the complaints handling process.
How to prepare for a job interview at OSB
✨Understand the Regulatory Framework
Familiarise yourself with the Financial Conduct Authority (FCA) regulations and the Bank's Internal Complaints Handling Policy. Being able to discuss these frameworks during your interview will demonstrate your knowledge and commitment to compliance.
✨Showcase Your Investigation Skills
Prepare examples of how you've effectively investigated complaints in the past. Highlight your ability to gather information from various departments and how you ensure a thorough understanding of each case before making decisions.
✨Emphasise Customer Communication
Be ready to discuss your approach to maintaining regular communication with customers. Share specific instances where you kept customers informed throughout the complaint process, showcasing your commitment to exceptional customer service.
✨Demonstrate Empathy and Fairness
Given the focus on vulnerable customers, prepare to talk about how you ensure fair outcomes for all. Discuss your experience working with diverse customer needs and how you handle sensitive situations with empathy and professionalism.
