Customer Complaints Resolution Specialist

OSB Group; Chatham; On-site; GBP 27,000 - 31,000; Full time

Benefits offered by this job

Annual discretionary bonus up to 17.5%

30 days annual leave

Pension contributions 3%/5% with 6%/8%

Family-focused benefits

Job summary

OSB Group is seeking a Complaints Officer to manage and resolve customer complaints within the formal response stage, adhering to FCA DISP timelines and the Bank's policies. You will investigate issues, gather information from various departments and determine fair outcomes with accurate redress calculations.

The role emphasizes customer fairness, empathy, and compliance. A base salary of £27,000–£31,000 plus a benefits package and discretionary bonus aligns with experience and location.

Qualifications

• Experience working in a Financial Services environment within a customer facing role is essential.
• Excellent skills in respect of written communication are essential.
• Experience of working with vulnerable customers is essential.
• SRC complaints handling experience OR previous complaints handling experience working in a regulated financial services environment is essential.

Responsibilities

• Handling all complaints across OSB brands within the formal response stage of the complaint handing process.
• Completing the 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, 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.
• Making 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.
• Working with the Senior Specialist and Team Leader to identify actions to address the cause of complaints and share these with the Root Cause Function.

Skills

Financial services experience

Customer facing

Vulnerable customers

Job description

OSB Group is seeking a Complaints Officer to manage and resolve customer complaints within the formal response stage, adhering to FCA DISP timelines and the Bank's policies. You will investigate issues, gather information from various departments and determine fair outcomes with accurate redress calculations.

The role emphasizes customer fairness, empathy, and compliance. A base salary of £27,000–£31,000 plus a benefits package and discretionary bonus aligns with experience and location.