Ombudsman & Escalated Complaints Team Lead

Santander; Redhill; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary dependent on role

27 days holiday per annum

Annual bonus

Private medical cover

Pension contributions

Employee assistance programme

Sharesave scheme

Gym passes

Job summary

Santander Consumer Finance is seeking an Ombudsman & Escalated Complaints Team Leader in the United Kingdom to guide a specialist team handling FOS referrals and complex cases with statutory diligence.

You will coach colleagues, provide technical guidance on difficult investigations, and drive improvements in complaint handling to improve customer outcomes and reduce avoidable referrals.

Qualifications

• Significant experience in complaint handling and customer relations within a regulated financial services environment.
• Understanding of FCA DISP complaint-handling requirements and FOS processes.
• Leadership experience in coaching and managing a team handling complex cases.

Responsibilities

• Lead day-to-day delivery, performance and wellbeing of the specialist FOS complaints team.
• Ensure investigations, evidenced responses, and redress meet timescales and quality standards.
• Provide technical guidance on complex, sensitive, high-value cases and support decision-making.
• Review case strategies, evidence and rationale for fair, consistent outcomes.
• Escalate risks, drive process improvements and maintain strong stakeholder communication.

Skills

Complaint handling

Customer relations

Leadership

Regulated financial services

FOS knowledge

Education

Financial services qualification

Tools

Microsoft Word

Microsoft Excel

Job description

Santander Consumer Finance is seeking an Ombudsman & Escalated Complaints Team Leader in the United Kingdom to guide a specialist team handling FOS referrals and complex cases with statutory diligence.

You will coach colleagues, provide technical guidance on difficult investigations, and drive improvements in complaint handling to improve customer outcomes and reduce avoidable referrals.