At a Glance
- Tasks: Manage complex complaint cases and drive improvements in customer experience.
- Company: Join a leading financial services company with a focus on customer relations.
- Benefits: Competitive salary, career progression, and opportunities for personal development.
- Other info: Engage in diverse initiatives and build valuable regulatory and leadership skills.
- Why this job: Make a real impact in shaping complaint outcomes and processes.
- Qualifications: Experience in financial services and strong understanding of FCA regulations.
The predicted salary is between 40000 - 50000 £ per year.
We’re looking for a Senior FOS Specialist to join our Customer Relations team, based in Cardiff or Redhill. In this role, you’ll take ownership of complex complaint cases escalated to the Financial Ombudsman Service (FOS), acting as a subject matter expert and key point of contact for FOS investigators and ombudsmen. You’ll play a critical role in ensuring complaints are managed fairly, consistently, and in line with regulatory expectations, while also driving insight, learning, and continuous improvement across the business.
What you’ll be doing
- Owning and managing complaint cases escalated to the Financial Ombudsman Service.
- Acting as the key point of contact for FOS investigators and ombudsmen.
- Providing expert guidance and case strategy support to complaint handlers.
- Meeting expected productivity and quality standards on a daily, weekly, and monthly basis.
- Analysing upheld FOS decisions to identify internal failures, training needs, or process weaknesses.
- Recommending corrective actions and supporting policy or process changes in line with Consumer Duty expectations.
- Maintaining up-to-date knowledge of FOS decisions, regulatory developments, and motor finance trends, including discretionary commission arrangement (DCA) themes.
- Supporting improvements to FOS journeys, SOPs, and templates to enhance efficiency and customer experience.
- Contributing to Management Information (MI) on FOS performance, uphold rates, and financial impact.
- Supporting training sessions or workshops focused on FOS standards, evidence quality, and fair outcomes.
- Working closely with Compliance, Legal, and wider Operations teams to ensure consistent and compliant outcomes.
Who we’re looking for
- Experience within motor finance or wider financial services, ideally in a regulated consumer credit environment.
- A strong understanding of FCA regulations, including CONC, DISP, Consumer Duty, and Vulnerability Guidance.
- Proven experience handling or overseeing complaints escalated to the Financial Ombudsman Service.
- The ability to interpret adjudicator views and ombudsman final decisions effectively.
- Strong communication skills, with the confidence to engage with stakeholders at all levels.
- Excellent planning, organisation, and time-management skills.
- The ability to handle challenge and conflict professionally, even under tight deadlines.
- GCSE-level education (minimum) or equivalent.
Why join us?
- Take on a senior, influential role within Customer Relations.
- Make a real impact by shaping complaint outcomes, processes, and customer experience.
- Work closely with senior stakeholders across Operations, Compliance, and Legal.
- Build valuable regulatory and leadership experience.
- Access clear progression opportunities, including future Team Leader roles.
If you’re looking to take the next step in your complaints or regulatory career and thrive in a role with real responsibility and influence, we’d love to hear from you.
People are the driving force of our business; we want to work with the best to continue to be amazing. We have a range of opportunities within this role and the wider business to help you grow. From our Diversity Squad, Women of Stellantis Network, Employee Forum or becoming an Engagement Champion in your department, there is something for everyone to get involved in and help shape our company.
Locations
Financial Ombudsman Specialist in Newport, Wales employer: Stellantis Financial Services
Join our dynamic team in Cardiff or Redhill as a Senior FOS Specialist, where you will play a pivotal role in shaping complaint outcomes and enhancing customer experience. We pride ourselves on fostering a supportive work culture that prioritises employee growth, offering clear progression opportunities and various initiatives for engagement and development. With a commitment to diversity and continuous improvement, we empower our employees to make a meaningful impact while working alongside senior stakeholders in a collaborative environment.
Contact Details:
Stellantis Financial Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Financial Ombudsman Specialist in Newport, Wales
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
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We think you need these skills to ace Financial Ombudsman Specialist in Newport, Wales
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Stellantis Financial Services. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Stellantis Financial Services
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Stellantis Financial Services’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
