Customer Relations Case Specialist

OneSavings Bank PLC; Chatham; On-site; GBP 28,000 - 30,000

Job description

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.

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.

What you will be doing

As a Customer Relations Case Specialist, you will play a key role in investigating, managing, and resolving customer complaints, with a particular focus on cases that have escalated to the formal response stage. You will ensure all complaints are handled in accordance with the Bank’s Internal Complaints Handling Policy, FCA DISP regulations, and Treating Customers Fairly (TCF) principles.

Your responsibilities will include:

• Handle complaints received across specific OSB brands and product lines within the formal response stage of the complaint handling process.
• Complete the initial acknowledgement of a complaint promptly and fairly and within set time limits.
• Take ownership for managing and resolving allocated customer queries within agreed authority, ensuring that you have carried 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.
• Deliver exceptional customer service, maintaining regular communication with customers via calls, letters, and emails to keep them informed throughout the process.

Please note this is a fixed term contract for a period of 6 months.

In return for your commitment

We offer an annual base salary dependent on experience of between £28,000 - £30,000 and a competitive benefits package including:

• 28 days annual leave per year 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
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase/sell schemes, Employee Perk Portals, Payroll giving, Save as you Earn scheme and Annual Discretionary Bonus.

Could you be the one?

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous experience in complaints handling in a regulated environment is essential.
• Proven ability to write formal, bespoke response letters in the context of complaints.
• Experience in a customer-focused role, handling queries professionally and with empathy.
• A strong track record of working with vulnerable customers, ensuring fair outcomes.

What to do next

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.

If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two-way street, we aim for them to be relevant and conversational to get the best out of you!

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.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.