Group Head of Customer Relations

4 months ago

Wolverhampton, United Kingdom OSB Group Full time

About the team:
We have an exciting opportunity for a **Group Head of Customer Relations**, where you will drive, lead and oversee the Group Customer Relations function. The role will provide the right individual the opportunity to shape effective processes and ensure oversight is in place to identify, investigate, respond and report on customer complaints across the OSB Group in line with regulatory requirements. Delivering good customer outcomes and driving complaint reduction through root cause analysis will be key to success in this role.

This position offers you the chance to work in a high-profile environment and across all areas of the business through optimising complaint handling excellence and customer care, providing effective and timely feedback on areas of improvement while ensuring all documentation and governance standards are in place. This is a great opportunity to add value to a fast growing FTSE 250 Bank.

The role has the flexibility to be based in Wolverhampton or Chatham with a (monthly) requirement for travel between offices (London, Midlands, South East England and yearly to India).

About Us:
The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.

Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing:
As **Group Head of Customer Relations **you will lead and champion in the development of the Customer Relations and Root Cause teams which are based in the UK and India to meet the short and long term business needs and capabilities. From your previous experience of running a complaint handling function you will proactively review the structure, target operating model, processes and policies to ensure OSB Group can scale its operations in line with our vision and strategic objectives. You will ensure we have a united customer relations team that are meet business needs and regulatory expectations and be in a position to positively deal with escalated complaints as required.

As
**Group Head of Customer Relations**, you will be responsible for:

- Ensuring accurate assessments and proactive management of complaint handling in accordance with the agreed service levels with responsibility to ensure all Group complaint reporting and metric’s are accurate and aligned to the FCA & FOS requirements
- Ensuring the Root Cause function is carried out to the required level of analysis across the business, co-ordinating with key stakeholders to validate Root Cause findings and generating actions to enhance the customer journey and deliver good outcomes.
- Establishing, developing, delivery and maintaining the customer relations delivery plan
- Being the key Bank engagement and stakeholder relationship owner with the Financial Ombudsman Service
- Identifying risks and implementing mitigating controls and appropriate risk escalation where necessary to ensure the adherence to the appropriate FCA regulations
- Ensure capture of complaints and expressions of dissatisfaction are continuously improved to facilitate Root Cause Analysis

In return for your commitment:
We offer a base salary dependent on location and experience of c£70,000 and a competitive benefits package including:

- Discretionary annual bonus opportunity of up to 25%
- 30 days annual leave plus bank holidays
- Contributory pension (8% employer 5% employee)
- Life Assurance (4x salary) plus Group Income Protection
- Access to Private Medical Insurance and Medical Cash Plan
- Maternity & Adoption Leave - Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
- Paternity Leave - 4 weeks of paid leave to be taken within 8 weeks of childbirth
- Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Could you be the one?:
We are looking for talented individuals who have the experience and knowledge set out below:

- Strong track record and experience of managing and resolving executive escalated complaints using detailed knowledge of the

  • Group Head of Customer Relations

    3 months ago

    Wolverhampton, United Kingdom OSB Group Full time

    About the team: As **Group Head of Customer Relations** you will drive, lead and oversee the Group Customer Relations function. The role will provide the right individual the opportunity to shape effective processes and ensure oversight is in place to identify, investigate, respond and report on customer complaints across the OSB Group in line with...

  • Head of Employee Relations

    3 months ago

    Wolverhampton, United Kingdom University of Wolverhampton Full time

    The University of Wolverhampton’s ambition is to be a progressive and influential sector leader, championing diversity, growth, and creating life chances for all while enhancing economic impact and accelerating ambition across the entire University community. The University of Wolverhampton’s ambition is to be a progressive and influential sector...

  • Customer Relations Specialist

    4 months ago

    Wolverhampton, United Kingdom OSB Group Full time

    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. We have teams based in both Wolverhampton and Chatham that support our lending and savings. This role would support customer complaints across our lending brands...

  • Group Head of Environment and Planning

    4 days ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

    About the RoleWe are seeking a highly skilled and experienced Group Head of Environment and Planning to join our IT department. As a key member of our team, you will be responsible for ensuring the effective and efficient management of our IT environments, including non-production and production environments.Key ResponsibilitiesManage dependencies between...

  • Group Head of Environment and Planning

    4 days ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

    About the RoleWe are seeking a highly skilled and experienced Group Head of Environment and Planning to join our IT department. As a key member of our team, you will be responsible for ensuring the effective and efficient management of our IT environments, including non-production and production environments.Key ResponsibilitiesManage dependencies between...

  • Group Head of Payment Services

    4 months ago

    Wolverhampton, United Kingdom OSB Group Full time

    About the team: We are recruiting for a brand-new** Group Head of Payment Services **role to lead the Group’s payment services, defining and supporting the delivery of a payment services strategy. We are also going through an exciting period of change with large transformational programmes of work to simplify and modernise our systems, and this role will...

  • Group Head of Environment and Planning

    4 days ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

    About the RoleWe are seeking a highly skilled and experienced Group Head of Environment and Planning to join our IT department. As a key member of our team, you will be responsible for ensuring the environments to deliver technology are scalable, easy to deploy, and cost-effective to manage.Key ResponsibilitiesManage dependencies between components and the...

  • Group Head of Environment and Planning

    4 days ago

    Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

    About the RoleWe are seeking a highly skilled and experienced Group Head of Environment and Planning to join our IT department. As a key member of our team, you will be responsible for ensuring the environments to deliver technology are scalable, easy to deploy, and cost-effective to manage.Key ResponsibilitiesManage dependencies between components and the...

  • Customer Relations Case Specialist

    3 months ago

    Wolverhampton, United Kingdom OSB Group Full time

    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. We have teams based in both Wolverhampton and Chatham that support our lending and savings. This role would support customer complaints across our lending brands...

  • Group Head of Procurement and Vendor Management

    3 months ago

    Wolverhampton, United Kingdom OSB Group Full time

    About the team: We have an exciting opportunity for a **Group Head of Procurement & Vendor Management, **to ensure that all risks associated with third party usage, management, sourcing and procurement requirements are appropriately developed, identified & managed and ensure compliance to the Group Vendor Management and Outsourcing policy, IntraGroup Policy...

  • Group Head of Cio

    4 months ago

    Wolverhampton, United Kingdom Intec Select Full time

    Group Head of CIO Opportunity: The Group Head of the CIO Office (OCIO) is responsible for administration, reporting and insight generation, recruitment standards and ensuring and delivering a set of pre-defined services required for the day-to-day operational heartbeat of the Group IT Function. Core responsibilities: - Manage a small Team who design and...

  • Employee Relations Business Partner

    15 hours ago

    Wolverhampton, Wolverhampton, United Kingdom The Planet Group Full time

    Job Title: Employee Relations Business PartnerThe Planet Group is seeking an experienced Employee Relations Business Partner to join our team. As a key member of our HR department, you will play a critical role in supporting our managers and employees in all aspects of employee relations.Key Responsibilities:Collaborate with managers to resolve employee...

  • Employee Relations Business Partner

    18 hours ago

    Wolverhampton, Wolverhampton, United Kingdom The Planet Group Full time

    Job Title: Employee Relations Business PartnerThe Planet Group is seeking an experienced Employee Relations Business Partner to join our team. As a key member of our HR department, you will play a critical role in supporting our managers and employees in all aspects of employee relations.Key Responsibilities:Collaborate with managers to resolve employee...

  • Employee Relations Business Partner

    2 days ago

    Wolverhampton, United Kingdom The Planet Group Full time

    The Planet Group has recently partnered with a leading aerospace company to recruit an Employee Relations Partner for an initial 12-month contract.Key Responsibilities:Collaborate with managers on employee relations (ER) issues, including performance, policy breaches, sickness, discipline, grievances, and flexible working.Support restructuring projects...

  • Employee Relations Business Partner

    1 day ago

    Wolverhampton, United Kingdom The Planet Group Full time

    The Planet Group has recently partnered with a leading aerospace company to recruit an Employee Relations Partner for an initial 12-month contract.Key Responsibilities:Collaborate with managers on employee relations (ER) issues, including performance, policy breaches, sickness, discipline, grievances, and flexible working.Support restructuring projects...

  • Employee Relations Business Partner

    1 day ago

    Wolverhampton, United Kingdom The Planet Group Full time

    The Planet Group has recently partnered with a leading aerospace company to recruit an Employee Relations Partner for an initial 12-month contract.Key Responsibilities:Collaborate with managers on employee relations (ER) issues, including performance, policy breaches, sickness, discipline, grievances, and flexible working.Support restructuring projects...

  • EMEA Head of Employee Relations

    1 week ago

    Wolverhampton, Wolverhampton, United Kingdom James Andrews Recruitment Solutions Ltd Full time

    Job Title: EMEA Head of Employee RelationsWe are currently supporting a university based in the West Midlands, who are recruiting for an ER Lead on a temporary to permanent basis. They are looking for a candidate to start the first week of October, offer hybrid working (3 days working from home) and are paying an hourly rate of £35-£45ph depending on...

  • EMEA Head of Employee Relations

    1 week ago

    Wolverhampton, Wolverhampton, United Kingdom James Andrews Recruitment Solutions Ltd Full time

    Job Title: EMEA Head of Employee RelationsWe are currently supporting a university based in the West Midlands, who are recruiting for an ER Lead on a temporary to permanent basis. They are looking for a candidate to start the first week of October, offer hybrid working (3 days working from home) and are paying an hourly rate of £35-£45ph depending on...

  • EMEA Head of Employee Relations

    5 days ago

    Wolverhampton, Wolverhampton, United Kingdom James Andrews Recruitment Solutions Ltd Full time

    Job Title: EMEA Head of Employee RelationsWe are currently supporting a university based in the West Midlands, who are recruiting for an ER Lead on a temporary to permanent basis. They are looking for a candidate to start the first week of October, offering hybrid working (3 days working from home) and paying an hourly rate of £35-£45ph depending on...

  • EMEA Head of Employee Relations

    5 days ago

    Wolverhampton, Wolverhampton, United Kingdom James Andrews Recruitment Solutions Ltd Full time

    Job Title: EMEA Head of Employee RelationsWe are currently supporting a university based in the West Midlands, who are recruiting for an ER Lead on a temporary to permanent basis. They are looking for a candidate to start the first week of October, offering hybrid working (3 days working from home) and paying an hourly rate of £35-£45ph depending on...