Executive Case Specialist

OSB Group; Wolverhampton; On-site; GBP 31,000 - 33,000; Full time

Job summary

A leading financial services provider in Wolverhampton is seeking a skilled Complaints Manager. In this role, you will oversee complex customer complaints, ensuring they are resolved according to FCA regulations. The ideal candidate will have FOS experience and a strong background in financial services. This role offers a salary between £31,000-£33,000 and a comprehensive benefits package including a discretionary bonus, flexible working options, and private medical insurance.

Benefits

Discretionary annual bonus up to 15%

28 days annual leave plus bank holidays

Private Medical Insurance

Hybrid working options

Cycle Purchase scheme

Qualifications

• Previous experience in undertaking FOS activity and building relationships.
• Experience in a Financial Services environment within a customer facing role.
• Experience of investigating complaints in line with FCA regulations.
• Knowledge of approaches and principles for customer engagement and response.
• Working knowledge of investigation methods and resolution of complaints.

Responsibilities

• Manage all customer complaints, especially complex cases.
• Review cases following FOS file requests and provide strong responses.
• Engage with stakeholders on FOS findings and lessons learned.
• Identify areas for improvement within the complaints process.

Skills

FOS activity experience

Financial Services experience

Complaint investigation

Customer engagement knowledge

Investigation methods knowledge

Job description

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OSB Group

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Job Reference:

972fce82a1a2

Job Views:

36

Posted:

31.07.2025

Expiry Date:

14.09.2025

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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. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

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 of significant complex, significant vulnerability & Executive escalated across the formal response stage and resolving in line with FCA DISP timelines.

This role is also pivotal to the application and success of the Banks FOS procedure and relationship, having responsibility for reviewing cases following receipt of FOS business file request, and providing strong, detailed responses. You will be responsible for ensuring engagement with bank wide stakeholders on FOS findings, lessons learned activity is delivered and ensuring actions are put in place to address (with the support of the Root Cause function).

Your responsibilities will include:

• Handling all complaints received across all product lines within the formal response stage of the complaint handing process, with responsibility of owning those complaints of a more complex or vulnerable nature, and also executive committee escalated issues.
• Owning all complaints that are of a significant complexity or vulnerability nature, as well as all Executive escalated complaints.
• Handling all FOS business file requests in line with the Banks FOS process, taking the relevant actions to review the Banks original response, assessing whether fair or unfair outcome and providing FOS with a strong and comprehensive business file for their investigation and adjudication.
• Ensuring all FOS decisions are communicated effectively and remedial actions are completed where applicable.
• Driving stakeholder engagement with support of the Root Cause function to ensure lessons learned are clearly communicated and ensure operational areas take ownership to identify improvement areas.
• Identifying, through all channels of Complaint handling & utilising FOS lesson learned any areas where the Group complaints process requires enhancement.

In return for your commitment

We offer a base salary dependent on experience of between £31,000-33-000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 15%.
• 28 days annual leave plus bank holidays.
• Access to Private Medical Insurance and Medical Cash Plan.
• Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.
• Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth.
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Could you be the one?

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

• Previous experience in undertaking FOS activity and building relationships.
• Previous experience working in a Financial Services environment within a customer facing role is essential.
• Previous experience of investigating complaints in line with FCA regulations is essential.
• Knowledge of approaches and principles for customer engagement and response is essential.
• Working knowledge of investigation methods and resolution of complaints is essential.

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

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.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector.We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

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.

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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. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

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 of significant complex, significant vulnerability & Executive escalated across the formal response stage and resolving in line with FCA DISP timelines.

This role is also pivotal to the application and success of the Banks FOS procedure and relationship, having responsibility for reviewing cases following receipt of FOS business file request, and providing strong, detailed responses. You will be responsible for ensuring engagement with bank wide stakeholders on FOS findings, lessons learned activity is delivered and ensuring actions are put in place to address (with the support of the Root Cause function).

Your responsibilities will include:

Handling all complaints received across all product lines within the formal response stage of the complaint handing process, with responsibility of owning those complaints of a more complex or vulnerable nature, and also executive committee escalated issues.

Owning all complaints that are of a significant complexity or vulnerability nature, as well as all Executive escalated complaints.

Handling all FOS business file requests in line with the Banks FOS process, taking the relevant actions to review the Banks original response, assessing whether fair or unfair outcome and providing FOS with a strong and comprehensive business file for their investigation and adjudication.

Ensuring all FOS decisions are communicated effectively and remedial actions are completed where applicable.

Driving stakeholder engagement with support of the Root Cause function to ensure lessons learned are clearly communicated and ensure operational areas take ownership to identify improvement areas.

Identifying, through all channels of Complaint handling & utilising FOS lesson learned any areas where the Group complaints process requires enhancement.

In return for your commitment

We offer a base salary dependent on experience of between £31,000-33-000 and a competitive benefits package including:

Discretionary annual bonus opportunity of up to 15%.

28 days annual leave 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.

Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 13 weeks and at 50% of salary for the next 13 week period.

Paternity Leave – 4 weeks of paid leave to be taken within 8 weeks of childbirth.

Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Could you be the one?

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

Previous experience in undertaking FOS activity and building relationships.

Previous experience working in a Financial Services environment within a customer facing role is essential.

Previous experience of investigating complaints in line with FCA regulations is essential.

Knowledge of approaches and principles for customer engagement and response is essential.

Working knowledge of investigation methods and resolution of complaints is essential.

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

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.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector.We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

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.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed

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