Customer Relations Team Leader

OSB Group; Coven Heath; Hybrid; GBP 34,000 - 37,000; Full time

Job summary

A financial services company in Coven Heath is seeking a Customer Relations Team Leader to manage a team responsible for handling customer complaints in compliance with FCA regulations. The ideal candidate will oversee performance management and coach team members while ensuring quality standards are maintained. This role offers a salary between £34,000 - £37,000 and includes hybrid working options and benefits such as an annual bonus opportunity.

Benefits

Enhanced family-focused benefits

Hybrid-working

Annual bonus opportunity

Qualifications

• Strong experience in managing a team.
• Experience in complaint handling in finance.
• Understanding of FCA's regulatory framework.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and coach direct reports.
• Ensure service delivery by Customer Relation Officers.
• Monitor workloads to meet SLAs.
• Conduct Level 1 control testing.
• Act as the first point of contact for escalated complaints.
• Support Customer Relations Officers in their duties.

Skills

Team management experience

Complaint handling experience

Understanding of FCA regulations

Excellent verbal communication

Excellent written communication

Job description

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. As a Customer Relations Team Leader, you will have the opportunity to ensure that the Customer Relations team handle all complaints in accordance with the Organisation's Internal Complaints Handling Policy and Procedures, ensuring complaints and external disputes are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately and clearly.

Your responsibilities will include:

• Responsible for the line management and coaching all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.
• Provide regular development and coaching of Customer Relation Officers to support with team growth, development and succession planning
• Responsible for the management and service delivery of Customer Relation Officers for area of responsibility
• Monitor and management workloads for area of responsibility to ensure SLAs are met and quality standards are maintained
• Regularly conduct Level 1 control testing to ensure controls are maintained and effective
• 1st point of contact for any escalated complaint calls
• Keep up to date on business processes for area of responsibility and support Customer Relations Officers on upskilling business processes in support of complaint handling

To be successful in this role, you will need:

• Strong experience in team management with line management responsibilities
• Experience in Complaint handling within a financial services environment
• Understanding of the FCA's regulatory framework for handling customer complaints and Treating Customers Fairly
• Excellent verbal and written communication skills

We offer an annual base salary dependent on experience of between £34000 - £37000 and a competitive benefits package including:

• Enhanced family-focused benefits
• Hybrid-working (3 days in office, 2 days working from home)
• Annual bonus opportunity

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become 'the bank of the future'. Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.