Customer Relations Case 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

About the team:

You'll be joining a highly valued Complaints Team, a collaborative group of professionals committed to delivering fair, timely, and customer-focused complaint resolutions. We are passionate about doing the right thing for our customers and take pride in handling every complaint with empathy, professionalism, and integrity.

Our team plays a critical role in protecting the business's reputation and fostering customer trust by ensuring complaints are investigated thoroughly, resolved fairly, and managed in line with regulatory requirements and company standards.

Working closely with colleagues across the organisation, you'll investigate customer concerns, identify root causes, and help drive meaningful improvements that enhance both customer outcomes and business processes. Your work will directly contribute to a culture of continuous improvement and customer advocacy.

We foster an environment built on teamwork, transparency, and development, where your expertise, ideas, and initiative are genuinely valued. Whether you're managing complex complaints, sharing best practice, supporting quality improvements, or helping shape our complaints-handling approach, you'll be supported by experienced leaders who are committed to helping you succeed and grow your career within the organisation.

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.

Working within a supportive team, you will ensure that all complaints are handled in accordance with the Bank's Internal Complaints Handling Policy and Procedures, in line with Treating Customers Fairly (TCF) and FCA regulation considerations.

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.
• 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.

What's in it for you?

We offer a base salary dependent of experience and location between £27,000- £31,000 and a competitive benefits package:

• Annual discretionary bonus opportunity: up to 17.5% of salary.
• 30 days annual leave
• Choose to contribute 3% or 5% pension, with employer contributions of 6% or 8% respectively
• Enhanced family-focused benefits

Please use this link to see the fantastic benefits available at OSB: OSB Careers

About us:

OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment!

Do you have the skills?

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

• 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.

Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational - inclusive any individual reasonable support required. We want to bring out the best in you!

We are proud to be a Disability Confident employer and are committed to creating an inclusive and accessible workplace where everyone can thrive.

We welcome applications from people of all backgrounds and encourage candidates with disabilities and long-term health conditions to apply.

Diversity, Equity & Inclusion

Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don't feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.

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