Executive Case Specialist

2 weeks ago

Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time
About the Role

The Customer Relations team at OSB Group is seeking a skilled Complaints Resolution Expert to handle complaints for the OSB group in line with the Financial Conduct Authority regulations. As a key member of the team, you will be responsible for thoroughly investigating and managing all complaints received from customers, with a focus on complex and vulnerable cases.

Key Responsibilities
  • Handle all complaints received across all product lines within the formal response stage of the complaint handling process.
  • Owning complaints of significant complexity or vulnerability, as well as Executive escalated issues.
  • Handling FOS business file requests in line with the Banks FOS process, taking relevant actions to review the Banks original response and provide FOS with a strong and comprehensive business file.
  • Ensuring all FOS decisions are communicated effectively and remedial actions are completed where applicable.
  • Driving stakeholder engagement with the support of the Root Cause function to ensure lessons learned are clearly communicated and operational areas take ownership to identify improvement areas.
What We Offer

We offer a competitive benefits package, including a discretionary annual bonus opportunity of up to 15%, 28 days annual leave plus bank holidays, contributory pension, life assurance, and access to private medical insurance and medical cash plan.

Requirements
  • Previous experience in undertaking FOS activity and building relationships.
  • Previous experience working in a Financial Services environment within a customer-facing role is essential.
  • Previous experience of investigating complaints in line with FCA regulations is essential.
  • Knowledge of approaches and principles for customer engagement and response is essential.
  • Working knowledge of investigation methods and resolution of complaints is essential.
Why Join Us?

At OSB Group, we value diversity and inclusion, and we are committed to treating all our employees and job applicants equally. We offer flexible-working opportunities and a supportive environment that encourages career growth and development.

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