Group Head of Customer Relations
3 weeks ago
**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 processesand 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 willbe 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 ensuringall 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).
**Our philosophy**:
**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 yourprevious 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 ensurewe 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 experience between £70,000 - £77,000 and a competitive benefits package
**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 FCA, FoS and UK Finance surrounding Customer Complaints and Customer Outcomes
- Have previous experience working with both FoS and the FCA
- A proven track record of improving processes and teams
- Minimum of 10 years previous management experience covering complaints handling and root cause analysis, working in a financial services environment gaining specialist industry knowledge
- Specialist Knowledge of UK regulations
- Specialist knowledge of Mortgage and Savings operational processes
- Outstanding communication skills and experience of engaging with all levels of stakeholders, including Board level
- Demonstrable experience in management of offshore operations
- Strong track record of leading a highly engaged and high performing team across multiple locations
- Institute of Financial Services Level 3 certificate in Regulated Complaint Handling (CeRCH) or equivalent is essential
We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.
**What to do next**
Alternatively, if you wish to have an informal and confidential chat about this role please contact us on
OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.
As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don't stop there though, we have broadened our approach to encourage diversity and inclusionat all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.
Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishinga healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.
INHHP
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