Group Head of Customer Relations
5 months ago
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 regulatory requirements.
This role has 4 direct reports and responsibility for a larger multi-site team who cover both savings and lending products offered by the Group.
This role has the flexibility to be based from our Wolverhampton or Chatham offices with monthly travel required between offices.
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 optimise the complaint handling experience and customer care across the Group, embedding effective processes to ensure timely feedback on areas of improvement. Previous experience of complaint handling in a controlled environment will enable you to ensure robust documentation and governance standards are in place and are to meet strategic objectives and improve customer satisfaction from a Commercial and Operational perspective.
Your responsibilities will include
- Design, develop and maintain the Customer Relations policy and associated procedures, whilst reporting to the various committees to govern the process across the business for continuous improvement and complaint reduction.
- Take ownership for, and continually identify and implement improvements to achieve both effective and efficient operation of the department and compliance with regulatory requirements working with the Quality Assurance, Compliance and Change teams to ensure standards are continuously improved making recommendations for process and system changes
- Manage escalated Executive complaints and engage with the Executive team to ensure issues raised are investigated timely and accurately.
- Be the key Bank engagement and stakeholder relationship owner with the Financial Ombudsman Service
- Ensure effective KPIs and KRIs are in place and are tracked effectively
In return for your commitment:
We offer a salary of c£75,000 dependent on experience and location in addition to a competitive benefits package:
- 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:
- Proven experience of leading a high performing Complaints Handling function over multiple sites, ideally in a banking or financial services environment
- Senior Management experience of working in a fast paced Operational function
- Specialist knowledge and understanding on DISP, PSD2, FoS and Consumer Duty
- Strong track record of managing and resolving complex complaints
- Excellent attention to detail and ability communicate complex information to a wide audience
- Strong track record of leading and developing high performing teams across multiple sites
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 please get in touch. Contact details can be found on our careers page.
- OSB Group are dedicated
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