Complaint Resolution Specialist
3 weeks ago
About the Role
The OSB Group is seeking a skilled Complaint Resolution Specialist to join their Customer Relations team. As a key member of the team, you will be responsible for handling complaints received from customers, with a focus on complex and vulnerable cases.
Your Responsibilities
• Handle all complaints received within the formal response stage of the complaint handling process.
• Own complaints of a more complex or vulnerable nature, as well as executive committee escalated issues.
• Review and assess FOS business file requests, providing strong and comprehensive responses.
• Ensure effective communication of FOS decisions and completion of remedial actions.
• Drive stakeholder engagement with the Root Cause function to identify lessons learned and improvement areas.
Requirements
• Previous experience in FOS activity and customer-facing roles in the Financial Services industry.
• Knowledge of FCA regulations and investigation methods for resolving complaints.
What We Offer
The OSB Group offers a competitive benefits package, including a discretionary annual bonus, contributory pension, and access to private medical insurance. We also value flexible working and offer opportunities to work from home and adjust your schedule to suit your needs.
About Us
The OSB Group is a FTSE 250 specialist mortgage lender, committed to diversity and inclusion in the workplace. We have introduced initiatives to attract, develop, and advance senior women in our sector and encourage diversity at all levels and in all roles.
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