Customer Relations Specialist

4 weeks 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 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

    4 weeks ago

    Wolverhampton, United Kingdom Page Personnel Full time

    £26,000 - £28,000 per annum - Growing Financial Services Business **About Our Client**: A growing Financial Services company based in Wolverhampton. As Customer Relations Case Specialist, you will be responsible for: - Handling complaints from start to finish - Taking ownership of customer queries in line with FCA regulations - Providing excellent...

  • Customer Relations Case Specialist

    4 weeks ago

    Wolverhampton, United Kingdom Page Personnel - UK Full time

    £26,000 - £28,000 per annum - Growing Financial Services Business **About Our Client**: A growing Financial Services company based in Wolverhampton. As Customer Relations Case Specialist, you will be responsible for: - Handling complaints from start to finish - Taking ownership of customer queries in line with FCA regulations - Providing excellent...

  • Head of Customer Relation

    2 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom MERJE Ltd Full time

    Partially RemoteMy client is looking for a Head of Customer Relation to drive, lead and oversee the Group Customer Relations function (complaint handling and root cause) and be responsible for ensuring the Group has effective processes and oversight in place to identify,investigate, respond and report on customer complaints in line with regulatory...

  • Customer Relations Case Specialist

    2 weeks 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 Customer Relations

    4 weeks 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...

  • Group Head of Customer Relations

    2 weeks 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...

  • Group Head of Customer Relations

    2 weeks ago

    Wolverhampton, 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 regulatory...

  • Customer Onboarding Specialist

    4 weeks 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

    1 month ago

    Wolverhampton, United Kingdom SI Group Full time

    We 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...

  • Sales and Customer Relations Coordinator

    2 weeks ago

    Wolverhampton, United Kingdom The Best Connection Employment Group Full time

    The Best Connection Wolverhampton are recruiting for a Sales Advisor to join a established and growing manufacturing business in the Wolverhampton Area Previous outbound call experience beneficial **Paying £12.31 per hour** **Working Mon - Friday** **08:00am - 16:30pm** **What you’ll be doing**: - Follow up higher value quotations within 24 hours of...

  • Test Specialist

    3 weeks ago

    Wolverhampton, United Kingdom Collins Aerospace Full time

    **Date Posted**: 2024-05-24 **Country**: United Kingdom **Location**: HS Marston Aerospace Limited, Wobaston Road, Fordhouses, Wolverhampton, WV10 6QJ **Position Role Type**: Unspecified **Power & Controls**: We make modern flight possible for millions of travellers and our military every second. Our major product lines are on-board virtually every aircraft...

  • Capital Specialist

    2 weeks ago

    Wolverhampton, United Kingdom OSB Group Full time

    About the team: The Regulatory Reporting team consists of skilled and motivated individuals, forming the basis of the Group’s assessment of financial resources and ultimately, supporting the Group’s progress with meeting strategic goals. The recently expanded “Policy” side of the Team, includes a capital specialist role. In this role you’ll be...

  • Test Specialist

    3 weeks ago

    Wolverhampton, United Kingdom Raytheon Technologies Full time

    Unspecified Power & Controls: We make modern flight possible for millions of travellers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe with our emergency power generation systems or creating a positive in-flight experience through reliable cabin pressure controls...

  • Senior Specialist

    3 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom Black Country Integrated Care Board Full time

    Contribute to the management of the cancer portfolio in supporting the Senior Strategic Commissioning Manager.Contribute to the management of the commissioning portfolio in supporting the Head of Primary Care and Commissioning (Wolverhampton).Provide coordination of and participate in relevant internal and external working groups and provide project advice,...

  • Test Specialist

    2 weeks ago

    Wolverhampton, Wolverhampton, United Kingdom Collins Aerospace Full time

    Date Posted:Country:United KingdomLocation:HS Marston Aerospace Limited, Wobaston Road, Fordhouses, Wolverhampton, WV10 6QJPosition Role Type:UnspecifiedPower & Controls:We make modern flight possible for millions of travellers and our military every second. Our major product lines are on-board virtually every aircraft flying. Be it keeping passengers safe...

  • Customer Support Executive

    3 weeks ago

    Wolverhampton, United Kingdom Culligan UK limited Full time

    **Customer Support Executives** **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 are looking at start dates of Monday 26th Feb and Monday 11th...

  • Test Specialist

    5 days ago

    Wolverhampton, West Midlands, United Kingdom myGwork Full time

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. Date Posted:2024-05-24Country:United KingdomLocation:HS Marston Aerospace Limited, Wobaston Road, Fordhouses, Wolverhampton, WV10 6QJPosition Role Type:UnspecifiedPower & Controls: We make modern flight possible for millions of...

  • Roofing Specialist

    4 weeks ago

    Wolverhampton, United Kingdom Kevin Edward Consultancy Limited Full time

    ROLE : ROOFING SPECIALIST - SALES SALARY : £30,000 + BONUS. LOCATION : WEST MIDLANDS. Join our family-run team as a Roofing Specialist! Are you a skilled roofing sales specialist with a passion for precision? We’re looking for a dynamic professional to join our close-knit builders, plumbers, and timber merchants family. If you have hands-on experience...

  • Global Trade Specialist

    3 weeks ago

    Wolverhampton, United Kingdom Collins Aerospace Full time

    **Date Posted**: 2023-11-14 **Country**: United Kingdom **Location**: HS Marston Aerospace Limited, Wobaston Road, Fordhouses, Wolverhampton, WV10 6QJ **Position Role Type**: Unspecified **Power & Controls**: We make modern flight possible for millions of travelers and our military every second. Our major product lines are on-board virtually every aircraft...

  • Customer Support Executive

    1 week 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. **Core business hours**: Monday to Friday 08.45 - 17.00 **Job Type**: Full time and part time...