Customer Relations Specialist
7 months ago
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 Kent Reliance and Precise Mortgages. This role sits in a talented and experienced team and with the bank growing rapidly in recent years, there could certainly be plenty of future opportunities for the right person
The role can be based from Wolverhampton or Chatham and we are happy to discuss part-time and job share opportunities.
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:
In this role, you will have the opportunity to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on owning complaints that are escalated to formal response stage and resolving in line with FCA DISP timelines.
Your responsibilities will include:
- Handling all complaints received across specific OSB brands and product lines within the formal response stage of the complaint handing process, in line with Treating Customers Fairly (TCF) and FCA regulation considerations.
- Completing initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
- Taking ownership for managing and resolving all allocated customer queries within agreed authority.
- Carry 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.
In return for your commitment:
We offer a base salary dependent on experience and location between £26,000 - £30,000 and a competitive benefits package including:
- Discretionary annual bonus opportunity of up to 15%
- 28 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:
- Complaints handling experience within a regulated financial services environment
- Experience working in a customer facing role
- Track record in investigating complaints in line with FCA regulations
- Experience of working with vulnerable customers
- Strong communication skills with experience of formal letter writing
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 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 inclusion at all levels
-
Customer Relations Case Specialist
6 months ago
Wolverhampton, United Kingdom OSB Group Full timeAbout 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 Customer Relations
7 months ago
Wolverhampton, United Kingdom OSB Group Full timeAbout 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...
-
Group Head of Customer Relations
6 months ago
Wolverhampton, United Kingdom OSB Group Full timeAbout 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...
-
Client Relations Specialist
3 days ago
Wolverhampton, Wolverhampton, United Kingdom beBee Professionals Full time £30,000 - £45,000Job Title: Client Relations SpecialistAbout the Company:beBee Professionals is a dynamic organization committed to delivering exceptional service and driving business growth. With a strong presence in Wolverhampton, United Kingdom, we pride ourselves on our customer-centric approach and commitment to excellence.Job Description:We are seeking a skilled Client...
-
Client Relations Specialist
6 days ago
Wolverhampton, Wolverhampton, United Kingdom Ashdown Group Full timeClient Relations SpecialistA dynamic Client Relations Specialist is required to join a leading wealth management company. The successful candidate will be responsible for managing client relationships, making appointments and preparing meeting packs. They will also be expected to work closely with the Paraplanning team and adhere to regulatory protocols.The...
-
Customer Relations Coordinator
1 month ago
Wolverhampton, Wolverhampton, United Kingdom Ashdown Group Full timeWe are seeking a highly organized and detail-oriented CUSTOMER RELATIONS COORDINATOR to join our team. In this office-based role, located near the Shropshire/Staffordshire/West Midlands border, you will have the opportunity to develop your skills and experience in the financial services sector.Your key responsibilities will include:Scheduling client...
-
Accounts Receivable Specialist
16 hours ago
Wolverhampton, United Kingdom Hays Specialist Recruitment Limited Full timeAccounts Receivable Specialist job, permanent job in Wolverhampton paying up to £25000 annually. **Your new company** You will be joining a successful and growing business in the Wolverhampton area, this organisation offers a variety of products and bespoke services and they have expanded their sites in the UK and outside UK recently. Therefore they are...
-
Customer Support Specialist
15 hours ago
Wolverhampton, United Kingdom Billi Full time**ABOUT BILLI UK** The Billi brand is synonymous with innovation and we provide boiling, chilled and sparkling drinking water systems. Moreover, everything we make is of uncompromising quality backed by a world class customer service experience.Our award-winning boiling and chilled water systems are preferred by designers and architects for their timeless...
-
Customer Onboarding Specialist
7 months ago
Wolverhampton, United Kingdom Culligan UK limited Full time**About Us** Here at Culligan UK Limited we have developed a culture of putting our customers at the heart of everything we do and that’s been the engine that has driven us to becoming the UK’s leading specialists at providing drinking water solutions. We're looking for friendly and enthusiastic individuals to join us as a Customer Onboarding...
-
Customer Experience Specialist
7 months ago
Wolverhampton, United Kingdom SI Group Full timeWe are seeking a dedicated and proactive Customer Experience Specialist to join our team at the Four Ashes site. As a key member of our team, you will be responsible for ensuring responsive, efficient, and accurate customer order management, from receipt to billing, while also maintaining essential customer data within our ERP system. **Key...
-
Client Relations Expert
1 week ago
Wolverhampton, Wolverhampton, United Kingdom beBee Professionals Full time £20,000 - £30,000Job Description: Client Relations Expert We are seeking an experienced Client Relations Expert to join our team at beBee Professionals in Wolverhampton, United Kingdom. The successful candidate will be responsible for building strong relationships with customers, providing exceptional service, and resolving issues efficiently.Key Responsibilities:* Handle...
-
German Language Specialist
2 weeks ago
Wolverhampton, Wolverhampton, United Kingdom Hays Specialist Recruitment - Education Full timeYour new role as a German Language Specialist will take you to a large secondary school based in Wolverhampton, where you will be working within a collaborative and welcoming environment that ensures all students are treated as individuals.**Job Description:**You will be responsible for delivering engaging and creative German lessons to students in Key...
-
Customer Experience Training Specialist
2 weeks ago
Wolverhampton, Wolverhampton, United Kingdom Culligan UK limited Full timeCulligan UK limited is a leading provider of water treatment solutions, and we are seeking an experienced Customer Experience Training Specialist to join our team.">This role will involve designing and delivering high-quality training programs to enhance the skills and knowledge of our customer experience team members. The successful candidate will have a...
-
Customer Experience Specialist
2 weeks ago
Wolverhampton, Wolverhampton, United Kingdom Culligan UK limited Full timeThe Customer Experience Specialist role at Culligan UK Limited plays a pivotal part in elevating the performance of our customer experience team. This position involves delivering high-quality training programs that bolster their skills, expand their knowledge, and boost overall performance.As a key member of our team, you will take ownership of monitoring...
-
Customer Support Specialist
1 month ago
Wolverhampton, Wolverhampton, United Kingdom Bromford Full timeWe are seeking a highly motivated and customer-focused individual to join our contact team as a Customer Support Specialist. As a key member of our team, you will be responsible for handling a wide variety of calls and digital contacts, providing excellent customer service and resolving issues in a timely and professional manner.The ideal candidate will have...
-
Customer Support Specialist
2 weeks ago
Wolverhampton, Wolverhampton, United Kingdom Eurofins USA Full timeAt Eurofins USA, we are committed to delivering high-quality analytical testing services that make life and our environment safer, healthier, and more sustainable. Our team is seeking a Customer Support Specialist to join their Chemistry Sample Preparation department in Wolverhampton.Job DescriptionThis is an excellent opportunity to work with food samples...
-
Telecoms Customer Success Specialist
3 weeks ago
Wolverhampton, Wolverhampton, United Kingdom Thegradcafe Full timeAbout The RoleWe are seeking a highly motivated and results-driven Telecommunications Account Development Representative to join our expanding team. Reporting to our Customer Success Director, you will be responsible for delivering exceptional customer experiences, identifying opportunities for growth, and developing strategic plans to achieve business...
-
Senior Vulnerable Customer Consultant
7 months ago
Wolverhampton, United Kingdom OSB Group Full timeAbout the team: The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations. About...
-
Technical Support Specialist
7 days ago
Wolverhampton, Wolverhampton, United Kingdom beBee Professionals Full time £20,000 - £30,000Job Summary: Technical Support Specialist We are seeking a skilled Technical Support Specialist to join our team at beBee Professionals in Wolverhampton, United Kingdom. The successful candidate will be responsible for providing exceptional technical support to customers, resolving issues efficiently, and maintaining a positive customer experience.Key...
-
IT Support Specialist
6 days ago
Wolverhampton, Wolverhampton, United Kingdom CV Library Full timeJob Title: IT Support SpecialistAbout the Role:We are seeking an experienced IT Support Specialist to join our team at CV Library. As a key member of our IT Solutions team, you will be responsible for providing technical support and guidance to our customers.Key Responsibilities:Provide technical support to customers via phone, email, and live...