Lead, Ombudsman & Escalated Complaints (FOS)

Santander Consumer Finance; Gomshall; On-site; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Competitive salary

27 days holiday + bank holidays

Annual bonus

Private medical cover

Pension contributions

Sharesave scheme

Gym passes

Job summary

Santander UK in the United Kingdom is seeking an Ombudsman & Escalated Complaints Team Leader to lead a specialist team handling FOS complaints with a focus on fair, timely, and well-evidenced outcomes. You'll coach and develop staff, provide technical guidance on complex cases and drive improvements across Customer Relations and related areas, ensuring high-quality verdicts and regulatory compliance.

The role requires deep knowledge of FCA DISP requirements, strong analytical skills and the

Qualifications

• Significant experience handling complaints in financial services.
• Experience leading teams, coaching and decision support on complex cases.
• Strong knowledge of FCA DISP complaint-handling requirements and FOS processes.

Responsibilities

• Leading day-to-day delivery and performance of a specialist FOS complaints team.
• Ensuring timely, well-evidenced responses to FOS referrals and investigations.
• Providing technical guidance on complex cases and ensuring fair customer outcomes.

Skills

Complaint handling

People leadership

Regulatory knowledge

Analytical skills

Clear written/verbal communication

Education

Regulated financial services qualification

Leadership/management qualification

Tools

FOS case-management systems

Microsoft Office (Word, Excel)

Job description

Santander UK in the United Kingdom is seeking an Ombudsman & Escalated Complaints Team Leader to lead a specialist team handling FOS complaints with a focus on fair, timely, and well-evidenced outcomes. You'll coach and develop staff, provide technical guidance on complex cases and drive improvements across Customer Relations and related areas, ensuring high-quality verdicts and regulatory compliance.

The role requires deep knowledge of FCA DISP requirements, strong analytical skills and the